2020 NPS SCORE OF 53
Continually enhancing and improving our offering is at the heart of everything we do at Space&Co. and this is helping us to deliver some outstanding results.
Insights blog – DECEMBER 2020
Marketing and Customer Experience Manager, Space&Co.
TAKING STEPS TO ADAPT TO THE NEW REALITIES WE ARE ALL FACING
We are clearly going through an unprecedented time of change due to the COVID-19 pandemic, which is disrupting all of our lives. At times like this, the experience and service provided is vital. When things return to normality consumers will remember positively the businesses that were helpful and supportive in their times of need - and won’t forget those companies that didn’t provide the experience they expected and required.
This all means that businesses need to review and adapt the customer experience they are offering to ensure it meets changing consumer needs.
AT SPACE&CO., WE ARE ALWAYS TRYING TO IMPROVE OUR WORKSPACE OFFERING.
2020 Member feedback scores during the COVID-19 lockdown period have exceeded our expectations and placed Space&Co. in a great position for success in 2021.
The feedback was gained via Net Promoter Score – a methodology widely accepted as the best-practice approach to gauging customer satisfaction and loyalty. Customers answer the question of ‘How likely they are to recommend Space&Co. to a friend or colleague?’, with respondents providing a rating between 0 (not at all likely) to 10 (extremely likely). The percentage of detractors is subtracted from the percentage of promoters to obtain a Net Promoter Score (NPS).
Over the last 12 months across all Space&Co. venues, an overall NPS score of 53 from our members found 57 per cent provided a rating of 9 or 10, being extremely likely to recommend Space&Co. to others.
The National Director, Flexible Workspace Solutions, Shey Hooper, said the strategies to re-engage with our member community and the dedication of staff and management were key to the positive feedback.
“The results highlight the effort the organisation has put in to the customer experience considering the implications of COVID-19,” she said.
“We are thrilled with our NPS score. It demonstrates how our teams have responded to the COVID-19 challenges over the last six months. Our loyal customers continue to respect and observe our clear guidelines, which allows us to keep our venues COVID safe.”