nps-system

How to achieve an NPS of over 90%

When running a business, it can sometimes seem difficult to please all your customers, but understanding them is a step in the right direction to achieving customer satisfaction.

 

Using the Net Promoter Scoring (NPS) System means you can get an insight into how much your customers believe in you and your business practices, and how likely they are are to refer you to a connection of theirs.

 

The NPS System is also helpful for increasing:

  • The rate of consumer retention;
  • Long-term customers;
  • The number of purchases made; and,
  • Customer engagement by their providing ideas and feedback.

 

What defines an NPS score

An NPS score is defined by asking, on a frequent basis, a range of questions to a sample of all major customer segments. The questions are closed-ended using a 0-10 scale, which allows the customer to provide the business with a rating. All answers are categorised into three types of feedback:

 

Promoters: (rating 9-10).  Are the type of customers businesses need to remain thriving, sustainable operations. Promoters are likely to express their positive experiences about your company actively. They remain loyal and are the force behind the majority of valuable organic referrals.

 

Passives: (rating 7-8). Also referred to as the “just satisfied” group, passives can often be uninterested because they’re not supportive nor influential promoters. They have a mediocre point of view about the product and/or service but can be swayed to become either a promoter or a detractor, depending on future interactions.

 

Detractors: (rating 0-6).  Are the type of customers that a business’s bad reputation can be built on. They actively express their negative experiences which can have a detrimental impact on a business of any scale.

 

Detractors may include customers who generate substantial income for the business, however because of the criticisms, they may do more damage than their current or potential worth.

 

Any opportunity for the customer to provide feedback or comments can assist making improvements or finding common themes that may be negatively impacting your business.

 

Source: Net Promoter System

 

Why NPS matters?

The NPS system is not only straightforward, and accessible, but it also helps increase the effectiveness of your communication to your customers. Because it impacts both negatively and positively, it’s important to get it right. Marketing done within an organisation can be controlled, so most of the time is focused within this area of promotion. It’s also important not to write off customers as some of the most powerful and useful marketing tools are word of mouth referrals and opinions. Because of this, it’s paramount to ensure customers are sharing positive experiences.

 

The pay-off

Just think, you could be spending thousands of dollars on marketing annually, only to find that three of your customers have had a negative experience with your company. The effect of their bad experience could be undoing a lot of your marketing efforts. Spending a little bit of time to find these ‘pain points’ can mean you’re supporting your marketing with customers echoing your same marketing messages. The pay-off is apparent, not only for your business but more importantly, it reflects that you take the time to listen to your customers.

 

The benefits go beyond the business

One of the main points to be aware of is the opportunity that is produced from reaching out to your customers. It can repair that broken link and promote two-way communication with customers. Once this cycle is established it will prove beneficial to improving the circumstances of both parties. It is also a really good time to connect with your customers and find out if there’s anything else they would like to share. This often uncovers points that are unrelated to their latest purchase, but nevertheless, provide insight into the customer experience.

 

More than a score

When considering feedback, companies should not be focused on the score. The aim instead is to focus on the potential for improvement that is enabled as a result of the feedback. Feedback does need to be carefully considered though. It may be that a certain point raised is only true for a minority of customers, or it could be a symptom of a greater issue requiring improvement. Subsequent improvements should be implemented in a way that not only improves the business but also maintains a customer-centric focus.

 

Take action

Want to know what your customers are saying about your service? Why not start by contacting them today? It’s doesn’t have to be a premium-priced subscription to a service made for corporate companies. A simple Excel spreadsheet, such as the one below, can be just as beneficial to ultimately increasing customer satisfaction.

 

An example of a basic NPS temple in Excel format.

For more information visit http://www.netpromotersystem.com.

Want to give feedback to Wholesale Landscapes? Feel free to contact us via our website, or via our Facebook Page.

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We’re working on providing you with all the information you need in just a couple of clicks.  Below is a list of our major retailers. Please contact them for stock and supply.

 

PLEASE NOTE: Not all of our products are supplied to all retailers. We can only guarantee product quality of products we manufacture.

Nelson
  • Wholesale Landscapes – Stoke Lifestyles Yard

  • Stoke Garden & Landscapes

Richmond
  • Bay Landscape & Garden Centre

  • Goldpine Richmond

Mapua
  • Mapua Landscapes

Motueka
  • Stonescape Landscape Supplies (Concrete & Metals)

North Canterbury
  • Woodend Landscape Supplies

Christchurch
  • Garden Box – Middleton

  • Urban Paving – Harewood

  • Pearsons Landscape Supplies – Bromley

  • Styx Mill Landscape & Nursery  – Styx               

  • Mitre 10 Ferrymead 

South Canterbury
  • Fulton Hogan Timaru

  • Ashburton Construction Ltd (ACL)

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Recommended depths

Typically you need a finishing layer of screened soil of 100mm when working with an uneven surface. 100mm of soil will allow to even out any hollows and give enough depth to create a flat surface

A general rule for compost is to allow for the depth of the current root structure of your plants with an additional 30-50% to mix in with the base. If you’re planting into holes or filling up a vege garden  you will need to accommodate for this prior to filling up

We recommend 100mm (10cm) deep for new bark gardens and planting into bare areas. For existing gardens with some cover, we recommend 75mm-100mm (7.5cm-10cm)

Note: Barked areas for playground impact protection need to meet NZS5828:2015 standards and is calculated on the fall areas and the height of the playground. Please contact us to discuss your barked playground areas

For paths and driveways which are often exposed to car and foot traffic, we recommend 100mm-125mm (10cm-12.5cm) on newly prepared areas due to settling of product.

This excludes preparation, compaction or drainage gravel underneath. For existing areas 75mm thickness is recommended for areas needing a small top-up. 

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Our Retailers

This product isn’t distributed directly by Wholesale Landscapes. We can only guarantee stock at our Lifestyles Yard located at 55, Saxton Road, Stoke, Nelson. 

If this doesn’t suit you or you require a smaller volume under 1.5m3, please see the list of retailers for the same or similar alternative products.

Nelson
  • Wholesale Landscapes – Stoke Lifestyles Yard

  • Stoke Garden & Landscapes

Richmond
  • Bay Landscape & Garden Centre

  • Goldpine Richmond

Mapua
  • Mapua Landscapes

Motueka
  • Stonescape Landscape Supplies (Concrete & Metals)

North Canterbury
  • Woodend Landscape Supplies

Christchurch
  • Garden Box – Middleton

  • Urban Paving – Harewood

  • Pearsons Landscape Supplies – Bromley

  • Styx Mill Landscape & Nursery  – Styx               

  • Mitre 10 Ferrymead 

South Canterbury
  • Fulton Hogan Timaru

  • Ashburton Construction Ltd (ACL)

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