OTD celebrates record NPS result

We have achieved a month-end NPS score of 72.3 – our single, highest performing monthly period since we began recording results more than five years ago.

NPS ranges between -100 and +100. Its creators – Bain & Company – consider a score greater than 0 as “good”, higher than 25 is “favourable”, more than 50 is “excellent” and beyond 80 is “world class”.

How did we achieve our score? At the end of every training programme we deliver, we ask our customers: how likely are you to recommend OTD to family, a friend or colleague? Results are carefully analysed to produce a final monthly metric.

We use our NPS alongside other feedback mechanisms to understand what we do well and where there is room for improvement. It has enabled us to refine our services by addressing any problem areas and so enhance the experience for our customers.

To put our recent score into a UK context, retailer John Lewis reported its highest ever NPS as 70.

Our head of operations, Rebecca Farnworth said: “To achieve such a high NPS is incredibly rare and it means that our customers are extremely satisfied with the level of service they are receiving.

“As a global provider of coaching and training services, we understand that each sector and customer has unique needs and we do our utmost to ensure we meet them. In the last few years for instance, that has meant adapting our programmes to suit both virtual and in-person audiences.

“From white hot account management and first-class training to robust processes for feedback and analysis, we’ve put the right measures in place to continuously improve what we do – and deliver sustainable results.

“We couldn’t have achieved that without the dedication of our team and the time taken by our customers to tell us their thoughts. We are hugely grateful for their contribution.”

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