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Customer Loyalty (NPS and CES)

Every company promotes themselves as providing the highest "customer-friendly" service or products. The claims are typically based on very soft metrics or in some cases are wishful thinking.

Mobile Mini takes the assumption out of our claims of having the most loyal customers and reducing the effort needed by our customers when doing business with the industry leader in secure storage delivered to our customer's locations!

We use the accepted standard for measuring customer experience and loyalty; Net Promoter Score (NPS) and Customer Effort Score (CES) as measured by a  third-party service. Loyalty metrics (NPS) focus on measuring long-term happiness/customer loyalty. To help complete the customer experience metrics, CES measures the customer 's relationship with the company and effort needed to request and receive service.

If you’re not familiar with NPS, it is based on a current or recent customer's answer to questions like: 

  • On a scale of 0-10; how likely are you to recommend to a friend or colleague?

The customers' scores are then classified into “Promoters (10 & 9),” “Detractors (0-6),” or “Passives (7 & 8)” based on their answers. The Net Promoter Score (NPS) is calculated by subtracting the percentage of Detractors from the percentage of Promoters (Passives are ignored).

Around half of all Fortune 500 companies use the NPS rating to measure and improve their customer interactions.

Current NPS and CES

Net Promoter Score
(NPS)

87.4

out of 100

 

Customer Effort Score
(CES)

9.4

out of 10

as of March 31, 2017.