Client feedback is an invaluable resource for businesses, especially those focused on growth and continuous improvement. At Hire Ventures, we prioritize meaningful connections, with our clients and our team. Our goal is to deliver the best possible Recruiting and HR services while staying ahead of industry changes and always look for ways to improve.
One of the most effective tools we use to achieve this? Our quarterly Net Promoter Score (NPS) survey.
What is an NPS and Why Do We Use it? 🤔
If you’re unfamiliar with Net Promoter Score (NPS), it’s a simple yet powerful survey designed to measure client satisfaction and the likelihood that clients would refer you to others. It typically starts with one key question (an easy single click in your email), and brings you to the survey with a few more questions. We like to include some open-ended follow-ups to gain deeper insight into what we’re doing well and where we can improve.
While it may seem basic, our quarterly NPS check-ins have been game-changers for our business. The feedback helps us recognize our strengths, identify areas for improvement, and most importantly, maintain strong, meaningful relationships with our clients.
Beyond the data, the NPS process creates an opportunity for genuine client engagement. Acting on feedback strengthens relationships and ensures that we continue to deliver exceptional service. In short, our NPS isn’t just a number, it’s a tool that helps us refine our approach and provide the best possible experience.
Our NPS Journey 🌟
Achieving the score of 94% and consistently delivering a client experience that exceeds industry benchmarks is something our team is incredibly proud of. The positive feedback also gives us quotes and testimonials that we can share with the team, and use in our marketing and social posts.
How We Found Our New Favorite NPS Question💥
Over time, we realized that NPS surveys can become repetitive and ultimately a bit boring, especially for clients who have participated many times. Many of our clients have been with us for years, so after the eighth or ninth survey, the process started to feel a little stale. We knew we needed a fresh approach.
Instead of asking our usual open-ended question, “What is the primary reason for your score?” we decided to mix things up and ask:
“What would you say is our superpower?”
This small yet impactful change has been enlightening to say the least! It has made our survey more enjoyable and maybe a bit unexpected, while also giving our clients a reason to smile while providing more thoughtful, descriptive, and fun responses.
Here are a few examples of what our clients think our ‘superpower’ is:
Turning Feedback into Meaningful Marketing Material 🖥️
The benefits didn’t stop at better responses. This small tweak gave us valuable insights to share with our team and a powerful way to market our business.
By asking about our “superpower,” we collected genuine, compelling testimonials that now appear on our website, social media, and even in a one-page client testimonial sheet—an asset we use in business development conversations.
See for yourself here: What our clients are saying about us!
Unlock Your Company’s Superpower with NPS 🔐
If you have been inspired to implement NPS surveys in your business, we highly recommend Survicate, the tool we trust for gathering feedback. Survicate is easy to use, highly customizable, and has been an essential part of our process. What’s even better, they have a free version which works great for small businesses!
At Hire Ventures, learning to ask the right question in our quarterly NPS survey has unlocked incredible insights for us. We took a basic question and added a little spark to it. By asking our clients what they consider our superpower to be, we’ve gained a deeper understanding of our clients’ experiences, strengthening our relationships and enhancing our marketing materials.
As you work to improve client relationships, think about adding some creativity to your NPS study or your feedback process. You never know, you might just uncover your company’s own superpower!