Swan Energy is delighted with a Net Promoter Score of 92, which sees an improvement from the 83 of last year. This achievement is a solid demonstration of client loyalty.
The Net Promoter Score is a metric used globally and is a way that organisations can measure client loyalty and satisfaction. A high score shows that clients are likely to stay with you and share positive stories about you, which supports future growth. This is a critical measurement for Swan Energy because we take pride in maintaining long-standing relationships with our clients.
Swan Energy conducts an annual survey at the end of the UK ETS cycle. We ask clients to anonymously answer three simple questions. The NPS question, “On a scale of 0-10, how likely they are to recommend our product or service to others?” is asked and two other questions – “Why did you choose that score?” and “How can we improve?”.
Swan Energy’s Operations Director Joe Youldon said:
“A NPS score of 92 and the amazing feedback we have received is testament to the strong working relationships we enjoy with our clients. We maintain these relationships because our clients trust us to support their compliance requirements. We are approachable, knowledgeable, supportive and we get the job done.
The team is so proud of this achievement and looks forward to sustainable and continued future growth. We will also continue to innovate the way that we operate and currently much of this focus is in developing the bespoke software which supports the processing of data.”
Here are a few of the responses when we asked people why they chose the score they did:
“Good value, solid advice, effective.”
“Because of the continued excellent service.”
“The relationship has been ongoing for several years and it works well.”
“Very accommodating and knowledgeable on UK ETS and takes time to explain the requirements.”
“Swan has continued to provide a professional and efficient service.”
“Very helpful, always available and very supportive. Responses are also very quick.”
“Swan Energy has always been reliable and at the other end of the telephone to answer any questions. They take the stress out of doing UK ETS.”
“Excellent support with all UK ETS topics. Helpful, friendly staff.”
“We value the services they provide and the knowledgeable staff they have.”
“Professional conduct in all meetings, prompt replies to all correspondence, very helpful with queries.”
“The consultancy services that Swan Energy Ltd provide are superb. Their expertise and experience are evident by the quality of the reporting and their ability to answer any queries accurately and in quick time.”
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