Each year, with the help of Investor in Customers (IIC), we ask our clients what it is like to work with Broadstone – the feedback this year has again been resoundingly positive.
Our Net Promoter Score has gone up to 75%, well above the industry average of around 30%.
“Broadstone have excelled themselves… they continue to be one of the leading exponents of customer excellence in their sector.”
Tony Barritt
Managing Director of Investor in Customers
The Findings
IiC assesses business performance in four principles, and has ranked us Gold for our ability to:
Understand
Customer Needs
Gold
8.48
Meet
Customer Needs
Gold
8.58
Delight
Customers
Gold
8.73
Engender
Loyalty
Gold
8.48
Commenting on the performance, Tony Barritt, Managing Director of Investor in Customers, said: “Broadstone have excelled themselves, gaining another Gold Award. Consistently high scores across all areas of the business clearly show that their leadership team instil a culture that makes client satisfaction a priority and staff at all levels understand the role they play in not just satisfying clients, but delighting them. Everyone in the business should be proud that they continue to be one of the leading exponents of customer excellence in their sector.”
Client Feeback
When talking to IIC – one of the UK’s leading independent authorities in assessing, improving and accrediting Customer Experience – our customers say:
We have:
- Excellent customer service
- Knowledgeable staff
- Consistently demonstrated expertise
- Strong working relationships
- Excellent knowledge and expertise
We are:
- Helpful and cooperative
- Friendly and personable
- Engaged and responsive
- Proactive and supportive
- Excellent value for money
Tony Gusmao, Chief Executive Officer of Broadstone, said: “I am delighted that Broadstone has once again been rated Gold by Investor in Customers for our ability to understand and meet our clients’ needs, engender their loyalty and delight them.
These findings are testament not only to the team here at Broadstone, but also to our fantastic clients who we love working collaboratively with. We ranked Gold for all four categories that IIC assess and, perhaps most satisfying of all, our Net Promoter Score is now up to 75%, well above the industry average of around 30%.”
