Customer feedback - "Net Promoter Score" explained




It's very important that our team does everything we can to meet (and exceed) customer expectations. The key question we ask our clients after the settlement of their loan is "having used the services of Martin's team at Loan Market, how likely is it that you would recommend them to a friend or family member?" In this 2 minute video I describe NPS. It's a Harvard model which about two thirds of Australian and US companies use as a very important reflection of customer satisfaction. We are very proud of our service and our high customer satisfaction scores, and always keen for feedback.