Satisfaction Report
Data-Driven Excellence at Westpark Communications
At Westpark Communications, complacency isn’t an option. We’re committed to continuous improvement. Through customer surveys, we gather feedback to pinpoint strengths, identify weaknesses, and implement data-driven strategies to elevate our service excellence further. This net satisfaction report is a reflection of our steadfast commitment to our clients.
What Is A Net Satisfaction Report?
A Net Satisfaction Report is a detailed account of our Net Promoter Score and how it compares globally. It contains our key statistics and a comprehensive breakdown of our client survey results. You can hear about our performance straight from our clients and learn more about our areas for improvement and our plans of action to address them.
What Is a Net Promoter Score and Why Does It Matter?
A Net Promoter Score (NPS) gauges customer loyalty by asking how likely they are to recommend a company on a 0-10 scale. NPS helps call centers quantify and understand customer satisfaction as well as pinpoints service strengths and weaknesses which can guide improvements. A higher NPS indicates strong customer relationships, leading to better retention, positive word-of-mouth, and business growth.
NPS on a Global Scale
The current NPS average is +32. This stems from comprehensive benchmark data collected from over 150,000 organizations.
- Lower Quartile (Bottom 24%)
- Companies with an NPS of 0 or lower fall into this category. This indicates room for improvement in customer loyalty and advocacy.
- Median NPS
- An NPS of +44 is the midpoint of benchmark scores. Half of most organizations score above, with the others scoring below this mark. An NPS of this number shows a balanced perspective of customer satisfaction and loyalt.
- Upper Quartile (Top 25%)
- Companies with an NPS of +72 or higher are considered to be top-performing organizations. They often excel in customer loyalty and advocacy.
Our Key Statistics
Our client satisfaction survey, comprising seven questions, yielded an impressive Net Promoter Score (NPS) of 87. This score, obtained by evaluating overall satisfaction and likelihood of recommending Westpark Communications, places us in the top percentile, according to Bain & Company benchmarks. Moreover, our survey achieved a notable 29.7% open rate, boosted by strategic incentivization through a drawing. This approach was intended to create meaningful client engagement.
In our rating system, a score of 1 or 2 corresponds to a detractor, 3 indicates a passive response, and scores of 4 or 5 represent a promoter. Below are some additional survey insights.
- Quality – 89.7% of respondents rated our services as “Very High Quality” or “High Quality.”
- Meets Needs – 93.1% of respondents stated their needs were met “Extremely Well” or “Very Well.”
- Value – 82.8% rated Westpark services as “Excellent Value” or “Above Average Value.”
- Responsiveness – 86.2% stated that Westpark has “gone above and beyond” or “Very Responsive” to their questions and concerns.
Transparency in Survey Reporting
Survey participants who indicated “no” for recommending our company did not express any dissatisfaction, even though they reported being “somewhat satisfied” with their experience.
What Our Clients Say About Westpark Communication
We invited clients to share their feedback on our services by leaving a Google review or by providing comments in the survey text box. Of the 29 participants, eight responded with overwhelmingly positive sentiments.
Quick and Friendly
“We have always had quick response times, friendly interactions, and immediate resolutions to a little situation we had last year. Westpark has always gone above and beyond for us.”
Great Employee Interaction
“[Name Redacted]’s recent experience with Amber Jones was very professional and thorough.”
Pleasing Overall Service
“We are very pleased with their services and have no complaints!”
Exceptional Customer Service
“Great customer service! Ready and willing to help.”
Outstanding Partner for Longevity
“Westpark has been our answering service for many years. Wonderful customer service. So responsive and quick to help. We appreciate them so much!!!”
5-Star Service
“5 Stars. I have enjoyed working with you. Always ready to help”
Notable Enthusiasm
“Definitely 5 stars from me 🙂 you guys’ ROCK!!!!!!“
Dedicated to Providing Service
“…We love Westpark. You are very receptive, and if there is ever an issue, you work until the problem is solved and everyone is happy.”
Data-Driven Improvements
We identified an opportunity to enhance our service after a client encountered a concern that has since been addressed. We are also refining our billing procedures to serve our clients and their customers better.
Current Concerns
ASA Concerns
“We had issues over the past year with our customers and our personnel being put on hold for long periods of time.”
Billing
“If I could suggest one thing, your billing is confusing, and some changes are, in my opinion, unnecessary.”
Deploying Services
“Westpark has been our backup in case our main call center goes down. Communication between our account manager[s] has been good, but we have not needed to deploy the use of them at this point.”
What We’re Doing to Be Better
We are dedicated to improving the client experience. We listen to all feedback and take the necessary steps to enhance our services. Here are the strategic action plans we created in response to customer suggestions.
Addressing ASA
We are taking the necessary steps to finetune our strategies to reduce hold times. Some of the steps we are taking include optimizing staffing levels during peak periods.
Billing Transparency
We are conducting a thorough review of our current billing practices and revising billing statements to enhance transparency and clarity for our clients. We are also adding the measure to communicate changes in our billing procedures to our customers in advance.
Readiness to Deploy
Though this is not necessarily an area of improvement, we are still taking the time to show our steadfast commitment to our clients. We are bettering ourselves to assure our clients’ confidence and to provide support during times of need.
Why Work With Westpark Communications?
The overwhelmingly positive feedback reflects our commitment to providing high-quality services and meeting customer expectations. While we celebrate our successes, we acknowledge our need for improvement. We are proactively working towards enhancing our services further to better serve our clients.