Throughout our history, 911³Ô¹Ï has used customer surveys to collect customer feedback. What we’ve learned is:

1. Eliciting meaningful participation requires keeping the survey simple
2. Capturing real-time, actionable results requires making the survey available at all times
3. Really small improvements can make a big difference
4. Being exceptional takes focus on details

Everyone is busy. The Net Promotor Score^SM (NPS®) survey is a good fit for us as it’s quick and easy for our customers, yet it provides powerful insights into how we are performing.

That’s why we no longer send surveys that take 10 or more minutes to complete. Our NPS survey generally takes less than 30 seconds. We send out NPS surveys periodically, but we also make it available in our VISION customer portal so it’s available any time customers want to give us feedback.

Our NPS score puts us in the same category as elite service companies. These companies include global powerhouse brands such as The Ritz Carlton, Southwest Airlines, Starbucks, USAA, and Costco – companies who are known for customer service and brand loyalty. It is an honor to be among these companies in our ranking.

Since 911³Ô¹Ï first embraced the NPS methodology, we’ve improved every year. Client expectations continually increase, so we must improve faster than expectations in order to maintain our high standards. We are proud of our high marks, but more so of our continual performance improvement as we have embraced a customer-centric culture that continually measures and monitors customer feedback.

It took years and a full team effort to achieve this level of satisfaction and I am incredibly proud of every 911³Ô¹Ï team member for embracing a client-focused culture.

As I reviewed our 2020 data, two things jump out of the data:

• There are fabulous tips and ideas in the survey comments section that we have logged or implemented over the years. Some of the best ideas for systems or process improvements come from our customers and, as such, we encourage more detailed feedback.
• The NPS really shows how small improvements can make a big difference. If we had changed just a few low (0-6) or neutral reviews (7-8) to promoter reviews (9-10), 911³Ô¹Ï could have scored in the 80s – well above the top brands across industry categories. This is something we hope to achieve in the future.

While we are thrilled with our score, and to be in the company of elite brands, we are hyper-focused on how we can continue to improve. This is not a race that ever stops, but it is nice to be toward the front of the pack with a clear view of the way forward!

Ultimately, we rely on customer feedback to recognize and acknowledge team members, as well as to learn and grow. Without this participation, 911³Ô¹Ï wouldn’t have a data-backed way to make adjustments to our service model as we endeavor to remain the most customer-centric organization in the workers’ compensation market. If you’ve participated in our past surveys, we thank you and we are listening!

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