“Satisfaction surveys provide an excellent opportunity for organizations to obtain detailed feedback about overall client satisfaction levels and help prioritize improvement efforts,” said Satrix Solutions’ President Evan Klein.
Atlanta, GA (PRWEB) April 20, 2012
Today the Society of Digital Agencies (SoDA) announced the findings from a recent member satisfaction survey conducted by Satrix Solutions – the organization’s exclusive advisor for client satisfaction and client feedback programs.
SoDA received a 51% Net Promoter Score® (NPS), which places the organization in the top range of B2B companies, and near the top echelons of all companies leveraging NPS – in line with customer loyalty leaders such as Google, Facebook and Southwest Airlines. NPS scores for B2B companies typically fall in the 0%-30% range with scores greater than 50 considered excellent.
“We were very pleased by the fact that our members around the globe indicated a very high level of satisfaction with the value they receive via their affiliation with SoDA. However, far from being complacent with the results, we have already begun leveraging the insights and analysis generated by Satrix Solutions to guide our strategic planning efforts for 2012/2013. Based on the findings, the SoDA Operations Team and Board of Directors will continue to evolve the organization’s myriad programs to serve the collective interests of our members and to drive the industry forward,” said Chris Buettner, SoDA Director of Operations.
“Satisfaction surveys provide an excellent opportunity for organizations to obtain detailed feedback about overall client satisfaction levels and help prioritize improvement efforts,” said Satrix Solutions’ President Evan Klein. “The high scores, both in Net Promoter® and member satisfaction, is a reflection of SoDA’s unwavering commitment to service excellence. With these survey findings, SoDA is now better positioned to serve their growing member base by having a clearer picture of the key drivers behind satisfaction.”
Both a customer loyalty metric and organizational discipline, Net Promoter Score® is a widely adopted system that helps organizations monitor the level of enthusiasm customers have about the service they deliver and opportunities to improve the customer experience.
NPS, developed by Satmetrix, Bain & Company, and Fred Reichheld, is based on a single question: "How likely are you to recommend [Company] to a friend or colleague?" The NPS response scale is from 0 to 10 with loyalty enthusiasts (or "Promoters") scoring 9 or 10, satisfied but unenthusiastic clients ("Passives") scoring 7 or 8, and unhappy clients ("Detractors") scoring between 0 and 6. Studies have determined that the "likely to recommend" question had the strongest statistical correlation with repeat purchases and referrals and, more importantly, that companies with a better ratio of Promoters to Detractors tend to grow more rapidly than competitors. SoDA’s average response on this survey question was 8.7, with 60% of all respondents falling into the loyal enthusiast category.
The Society of Digital Agencies (SoDA) serves as a voice for digital marketing professionals worldwide with a mission to advance the industry through Best Practices, Education, and Advocacy. SoDA is the largest association of digital agencies and elite production companies in the world, with member offices in 24 countries across five continents.
SoDA is a non-profit industry organization with Adobe Systems as its founding sponsor. For more information, visit http://www.SoDAspeaks.com.
About Satrix Solutions:
Satrix Solutions was founded with a singular goal – help businesses maximize potential and opportunity. Organizations rely on the company’s formal customer feedback programs to gather valuable insights from existing, former and potential customers. The analysis and recommendations delivered by Satrix Solutions serve as a blueprint for driving operational improvements to enhance the customer experience. By leveraging a proven approach to capturing and responding to the needs of the market, their clients are able to improve customer retention, maximize share-of-wallet and increase sales close rates. Satrix Solutions is a certified Net Promoter® Loyalty Partner and is the exclusive strategic advisor on customer feedback programs for The Society of Digital Agencies. The company serves small to mid-size businesses in a variety of industries, each focused on realizing the financial benefits of creating a differentiated service experience. To learn more visit http://www.satrixsolutions.com
®Net Promoter, Net Promoter Score and NPS are registered trademarks of Bain & Company, Inc., Satmetrix Systems, Inc., and Fred Reichheld