What is the Net Promoter Score (NPS)?
Customer satisfaction and loyalty are essential for any business, however, measuring these can often be challenging. One of the most effective tools for this is the Net Promoter Score (NPS), a widely used metric that helps organisations understand how likely their customers are to recommend them to others. But what does NPS really tell us, and why is it so valuable?
NPS is calculated based on responses to one straightforward question: "On a scale of 0 to 10, how likely are you to recommend [Company] to a friend or colleague?" Depending on their response, customers are categorised as:
- Promoters (9-10): Loyal and enthusiastic customers who actively support your brand.
- Passives (7-8): Satisfied customers who are neutral and may not actively promote your business.
- Detractors (0-6): Unhappy customers who might discourage others from using your services.
The NPS itself is derived by subtracting the percentage of detractors from the percentage of promoters, resulting in a score that can range from -100 to +100. This simple calculation offers valuable insights into customer satisfaction.
Speedy Freight’s Outstanding NPS Achievement
We’re pleased to share that Speedy Freight has achieved an NPS of +85. To put this into perspective, the average NPS for the logistics industry stands at just +38, making our score a standout achievement.
An NPS of 85 places Speedy Freight among the best-performing companies not just in logistics, but across all industries highlighting the dedication and commitment of our entire team to delivering exceptional service.
The Key to Our Customer Satisfaction
At Speedy Freight, we prioritise the needs of our customers in every aspect of our business. Here are some of the practices that have contributed to our success:
- Exceptional Customer Support: We focus on clear, proactive communication, ensuring our customers are informed and supported throughout their journey with us.
- Customised Solutions: Every business has unique requirements. Our bespoke logistics services are designed to provide flexibility and efficiency tailored to individual customer needs.
- Reliability: Consistency is critical in logistics. We’ve built a reputation for dependable, on-time deliveries that our customers can trust.
- Continuous Improvement: We actively seek and act on feedback from our customers to enhance our services, ensuring we remain leaders in the industry.
Why NPS Matters
An excellent NPS score like ours isn’t just about numbers—it represents our customers’ trust and satisfaction. It signals a strong likelihood of customer loyalty and positive referrals, which are key drivers of long-term success.
For our customers, this score is a reassurance that they’re partnering with a company that values their business and continuously works to provide excellent service.
What Customers Have to Say About Speedy Freight
“Speedy Freight are fantastic to work with, I would recommend them in a second to anyone needing help. Their staff are extremely friendly and great to work with. They are true professionals, many of my requests are at short notice and they always find a solution to keep my business running.”
“This is the first time we have contracted Speedy Freight and if I could have awarded 6* to this review then I would have. Pallets were couriered from a tricky job site, collection was seamless, and courier was on time. Communication throughout was excellent. Delivery was exactly as promised (slightly early in fact)! We paid for a service, and Speedy Freight far and away exceeded the expected level of service. Thank you.”
“Any job, no matter how big or how small, Speedy Freight always manages to arrange. They communicate brilliantly with updates all along the way. I cannot fault them, they have been fantastic with every job I have passed their way, and I can give it to them with the confidence that they will deliver on time every time!”
You can view this review and others on our Trustpilot profile, where you can also leave a review for our services.
What’s Next for Speedy Freight?
While we’re proud of this achievement, we’re committed to further improvement. Our goal is to set even higher standards in the logistics industry, ensuring that every interaction our customers have with us leaves them satisfied and confident in our service.
To all our customers: thank you for your trust and feedback. You are at the heart of everything we do, and we look forward to continuing to support your business needs.
If you’re in need of a logistics partner you can rely on, get in touch with Speedy Freight today.
Contact us to discuss how we can provide tailored, reliable solutions to help your business succeed.