We value what our clients think about us and in our feedback questionnaire we ask “How likely is it that you would recommend Mearns & Company to a friend, family or a colleague?”, to ensure we are delivering the level of service that our clients want.
We use the Net Promoter Score (NPS) as a tool to measure the experience that our clients have with both our initial and ongoing services.
The NPS is calculated by deducting the number of clients who score us a 6 or below, from those who rate us a 9-10. We ask those clients who have completed their new client onboarding journey with us and choose a selection of clients, at random every quarter, who continue to trust us with their financial future.
The majority of our clients are promoters of our service and this is revealed by our very impressive current Net Promoter Score of +96.
SurveyMonkey's global benchmark NPS exercise regularly looks at the NPS scores for over 150,000 organisations. It gives an average NPS score of +43 for the professional services sector in March 2022. This means that we are significantly ahead of the average score for our industry.