Janus Worldwide’s Net Promoter Score Skyrockets: How We Improved Customer Satisfaction and Loyalty

At Janus Worldwide, we are proud to announce that our Net Promoter Score (NPS) has significantly increased from last year across all services. This important metric helps us gauge the satisfaction level of our clients, and enables us to develop targeted communication plans to retain or improve their loyalty.

According to a survey conducted by our team, we engaged a total of 113 respondents, with a loyalty index of 76% for all clients, and 82% for key clients. These results show that we have achieved our annual goals for customer satisfaction, which include increasing the NPS to at least 70% and keeping the NPS of key clients at the same level. In addition, these results significantly surpass last year’s performance, with an NPS of 69% for all clients and 77% for key clients.

Our clients have highlighted several differentiators that have contributed to their satisfaction, including our competitive pricing (50%), high-quality services (73%), punctual delivery (82%), wide range of services (45%), advanced technologies (19%), effective manager communication (73%), and efficient document management (18%).

According to Quality Director, Maria Sidelnikova, “I am happy that the quality management system at Janus Worldwide has continued to demonstrate progressive results with loyalty levels of our clients showing strong growth in 2022.”

To further understand the reasoning behind our increased NPS, it is important to understand the logic behind the NPS measurement system. When asked to rate their likelihood of recommending our services to others on a scale of 1 to 10, respondents are divided into three categories: Promoters (9–10), Passives (7–8), and Detractors (1–6). The NPS is then calculated by subtracting the percentage of Detractors from the percentage of Promoters, resulting in a score between -100 (no Promoters) and 100 (no Detractors).

Research has shown that this question-based approach is effective in predicting customer behavior and business performance. It is also closely tied to customer lifetime value, as loyal customers are more likely to make repeat orders and spend more on our services.

At Janus Worldwide, we take the NPS measurement system seriously, and strive to continually improve the satisfaction of our clients. Our increased NPS is testament to the hard work and dedication of our team, which strives to provide top-quality services at competitive prices.

But what did we do to increase our NPS?

As a company, we recognized that improving our NPS was a top priority in 2022. In order to achieve this goal, we implemented a number of strategies and initiatives that have had a positive impact on our clients’ satisfaction and loyalty.

One of the key strategies we employed was focusing on customer experience. We recognized that our clients’ satisfaction was not only tied to the quality of our services, but also the overall experience they had while working with us. As a result, we made a conscious effort to improve communication with our clients and address any concerns or issues they had in a timely and efficient manner.

Another key aspect of our NPS improvement strategy was the introduction of new services. We recognized that our clients’ needs are constantly evolving, and in order to stay competitive, we needed to expand the range of what we offer. By introducing new services that addressed the changing needs of our clients, we were able to not only retain our current clients, but also attract new ones.

In addition to introducing new services, we also focused on fine-tuning our existing ones. We conducted thorough market research to understand our clients’ needs and expectations, and used this information to make improvements to our existing services. This included implementing advanced technologies to streamline our processes, improving punctuality, and ensuring that our managers were easily accessible and responsive to our clients’ needs.

Moving forward…

It’s said that “If it’s not broken, don’t fix it.”

At Janus, we say, “If it’s not broken, figure out why it works, and improve it.”

So, as we move forward, we will be focusing on increasing our NPS even further by introducing more solutions that solve important problems for our customers, as well as fine-tuning our existing ones for even greater efficiency.

We believe that this will not only help us retain our current clients, but also attract new ones who are looking for a company they can trust and rely on.

In addition to introducing new services, we also plan on doubling down on existing initiatives to ensure that our clients receive an even better experience in 2023. This includes focusing on punctuality and communication with our managers, as well as implementing advanced technologies to streamline our processes and improve efficiency.

We believe that by continuing to focus on our clients’ needs and expectations, we can maintain and even increase our NPS in the future. As Maria Sidelnikova stated, ”We will be working on increasing our NPS even further through the number of services we plan to introduce and fine-tune for optimum efficiency.”

In conclusion

We are extremely proud of the progress we have made in improving our NPS and look forward to continuing to provide the best possible experience for you, our clients because you’re the reason we’re here in the first place.

See you in 2023.