There are lots of metrics in business used to make quick decisions and provide status checks on operations. However, not all of them focus on what the customer actually wants. The Net Promoter Score (NPS) is a key measurement of exactly that – customer satisfaction. Questco scores extremely high on the NPS, with its outsourced HR services rated by the recipients themselves.
How the NPS Score is Determined
The NPS Score outsourced HR industry benchmark is fairly straightforward and easy to understand. Customers are asked one question about a business they have used for service or bought a product from. The evaluation score ranges from -100 to +100; the higher the positive score, the better. The question itself is simple but powerful: on a scale of 0 to 10, how likely are you to recommend X company to a friend or peer?
To calculate the Net Promoter Score, those that answered with a “9” or “10” score are Promoters, and score a +100. Those that answer with a “7” or “8” are neutral, scoring a zero. And everyone scoring a “6” or below is a potential Detractor, and scores a -100. The score is calculated by subtracting the Detractors from the Promoters. Questco’s Net Promoter Score was a 72 when independent researcher ClearlyRated evaluated the company with its customers. The figure isn’t just good, it’s considered industry-leading and world class. In comparison, the average score for outsourced HR industry players was a 16. In terms of the specific recommendation factor, almost 80 percent of companies strongly agreed they would recommend Questco to others. Again, in comparison, other outsourced HR providers received only 42 percent at best.
Why Questco Performed Better
When one looks at Questco closely, the reasons the company stands out with such a high outsourced HR NPS score begin to make real sense. These factors include:
Responsiveness – Customer calls and needs for help are responded to quickly.
Quality – The work provided is high quality and doesn’t have errors of logic or accuracy.
Value – The service delivered is a high value for the cost paid.
Clarity – The customers’ needs are responded to, understood and analyzed carefully.
Proactiveness – The Questco client service providers not only answer questions, but also find ways to help the company even without being asked specifically.
"The reason behind the ratings I provided is because of the positive experience I have had with the company over the last 10 years. Everyone I have dealt with has been very positive, knowledgeable, and helpful."
“Questco has taken away the stress of paperwork, taxes, etc. Payroll is so simple now and I can concentrate on running my business instead of being worried about payroll taxes, IRS, reports, etc.”
“I love this company. NEVER any problems. Always available and ready to help.”
“Always provide excellent and prompt customer service.”
“Their attitude and support help me with all my responsibilities as HR & Benefits Administrator. It is an absolute pleasure working with them!"
“Questco has really made the payroll and HR transition simple and painless.”
"We are very satisfied with how partnering with Questco has helped us in our every day work life. They have been very responsive and caring."
"We have been with this company 13+ years. Always receive highest level of service. Our "go-to" for HR needs; full confidence that payroll is managed beyond reproach; always updated and in compliance with the most recent labor and healthcare laws. As a business owner, they offer peace of mind that is priceless."
"Since we have been associated with Questco we have never had any issues that went unresolved. We appreciate the personal feel of the relationships that we have with your company."
"Everyone we have interacted with at Questco has been top notch! Everyone is very knowledgeable and always helpful."
"I am and have always been totally satisfied with Questco . Everyone that I have dealt with has been very friendly, supportive, and pro-active."