We use something called Net Promoter® to measure how we’re doing. Net Promoter® is the standard customer service benchmark for organisations around the world. Through it we’re able to plot our success against brand leaders like Apple, Amazon and Virgin Atlantic.
The idea behind Net Promoter® is very simple – we ask just one question “Would you recommend Urban Coffee Company to a friend or colleague?” and ask you to answer using an easy number scale:
We use the results to calculate a Net Promoter® Score (NPS). To get a high NPS we need most people to give us a nine or ten on the scale. If they don’t we know something’s wrong.