In 2003, Fred Reicheld, a best selling author and business strategist, introduced the ‘Net Promoter Score.’ An expert on customer and business loyalty, Reicheld wanted to establish a straightforward metric to determine which companies provided the best customer service.
Since then, the Net Promoter Score (NPS) has become a benchmark of a company’s ability to provide service to its customers. It has gained widespread use as a metric by business executives across a variety of industries who want to focus on improving their products and services for customers. Some currently well ranked NPS companies are Jet Blue, Nordstrom and USAA. In addition, NPS has been closely correlated to revenue growth in many companies.
It is with this knowledge that it is so impressive that Junk King currently has the highest NPS of all the companies in North America – standing tall at +90% across all franchises. From Wikipedia: “An NPS that is positive (i.e., higher than zero) is felt to be good, and an NPS of +50 is excellent.” Based on this gauge, 90% stands well above excellent, due to the continued effort by all Junk King franchisees to always put the customer first.
As an example, here are just a few recent reviews to illustrate our commitment to customer satisfaction:
“Fast, professional, courteous and no hidden fees. All the cost is disclosed upfront. They actually billed me less than their estimate because the volume of stuff they hauled filled up their trunk less than estimated. I used them twice and I highly recommend them.”
“The crew was very polite. They called to let us know when they were on their way. Great price, great service. We will definitely recommend junk king to our friends and neighbors. Thank you.”
In an industry that is full of less-than-reputable outfits, Junk King has always made it a priority to establish itself as a safe, efficient, and customer-friendly service. Our goal is always to ensure that our customers are satisfied prior to leaving the job site.
Of course, this doesn’t mean there isn’t room for improvement. We’d be lying if we said that we’re happy with an NPS of 90% – our goal is 100%. Any single customer that is not satisfied with our services is a customer we still need to win over.