In a year that proved difficult for many industries, JobsOhio earned the highest Net Promoter Score (NPS) since it began collecting this data in 2016.
In 2020, JobsOhio collected 269 surveys for projects closed out representing both wins and losses. While businesses in some industries work with thousands of clients each year and therefore lend themselves to 1,500 responses or more, economic development corporations work with far fewer clients.
The 269 responses in 2020 is consistent with our number of responses for every year we’ve collected NPS data. From these 269 responses, JobsOhio earned an NPS of 86. An NPS of 70 and above is excellent.
What is NPS?
NPS measures customer satisfaction and experience. NPS is calculated by asking clients, “how likely is it that you would recommend us to a friend or colleague?”
Respondents score the organization using a familiar 10-point scale where 10 is the most likely they would recommend and zero is the least. Any score from 70 to 100 is excellent. However, depending on the industry, a score of zero could be considered a significant lead over and above the competition. Also, the scale is based on American attitudes and personalities, which tend to score things higher than their European and Asian counterparts.
JobsOhio had a significant number of respondents who had a positive experiences and are likely to recommend or consider working with the organization in the future.
The Importance of NPS
The best NPS is the one that shows an organization has worked to improve the client experience. Improving on previous years’ scores is an indication that an organization has taken every opportunity to focus on enhancement, reacting and adjusting to the needs of clients. In many ways, the NPS itself is not as important as what an organization does with the information it provides.
Since its inception, JobsOhio has put customer service at the center of its mission. Each year, JobsOhio has listened to its clients, optimizing processes and procedures across the JobsOhio Network to continuously build off of this feedback. In 2020, JobsOhio tackled new challenges resulting from the COVID-19 pandemic in addition to providing the same or even better levels of service to clients.
Achieving an NPS of 86, its highest score to date, during a global pandemic shows JobsOhio’s dedication to its mission. Moreover, that JobsOhio maintains a standard of doing business that is consistent and even more reliable when Ohioans and companies need it most.