We asked our clients how satisfied they are with 1Office’s services by using a net promoter score (NPS) survey.
Net promoter score (NPS) is a powerful metric that gives good insights into brand loyalty and advocacy. NPS is measured by asking clients the likelihood of recommending a product or service to a friend or business partner. The respondents rate their answers on a scale of 0-10, with 0 being very unlikely and 10 very likely. In that sense, the NPS score can be from -100 to 100 accordingly, whereas an NPS score over 50 is considered very good.
How Happy Are Our Clients?
Looking at the historical data, we are happy to see that clients are getting happier with our services year by year. You can see the general 1Office’s NPS score over the years below:
- NPS 2014 +33
- NPS 2016 +41
- NPS 2019 +42
- NPS 2021 +48
We are continuously trying to create a better customer experience and client’s responses indicate that we are on the right path.
Which Questions Did We Ask and What Were the Top Answers?
We asked our clients questions such as:
- Would you recommend our services to friends or business partners?
- How would you rate the trustworthiness and quality of our services?
- Are you well informed about our services and is it easy to contact us?
- Do we offer good value for your business?
It was clear from the survey results that clients are valuing good customer service more than ever, as the top keywords mentioned describing 1Office were “service” and “support”.
We are happy that our results improved in all the main categories compared to the 2019 survey. For example, the score for trustworthiness and quality of 1Office’s services in 2021 was 46,7 compared to 44,9 in 2019. The score for keeping our clients updated with important information in 2021 has doubled compared to 2019 results, the numbers being 60 and 32,1, respectively. The score for value for money was 37,5, also up from 17,1 in 2019. And finally, do we make our clients’ business simple? Indeed, a high score of 54,4 indicates that clients see that we make managing their business easier. That score also increased drastically compared to 2019, when the rating was 35,8. See the scores below.
We are pleased about the increase in the scores over the past two years as we keep trying to improve services for our clients by offering custom solutions based on individual cases.
Launching my1Office was another steppingstone in improving our user experience by bringing all services under one roof. This year we also launched the my1Office app and the user-management system in my1Office and will add myContracts very soon.
What Can We Do Better?
Despite the good results, there’s always room for improvement and we try to consider all your suggestions.
We asked our customers, “what is the one change we could make to offer you excellent service.” It was good to see so many suggestions and we got some great ideas for the future. Some of the ideas have already been implemented. For example, clients wanted to get more information about Brexit and the UK leaving the EU, and we have already published two blog posts about selling goods to the EU market and VAT rules after Brexit. We will keep informing you about the changes concerning the UK companies and UK market in the future. Of course, we continue writing blog posts on topics concerning business in other countries where we offer our services.
We agree that customer communication is so important, and we will always try to answer your requests as soon as possible and inform you about all the changes happening in specific countries. We have very versatile clients from around the world with different kinds of businesses. Therefore, we are trying to offer personal approach and custom solutions as much as possible and work out suitable solutions for everybody, of course, it is not always easy.
The suggestions also included offering full service and having a good overview of additional services that we sell. We hope that in my1Office, we will have a better user experience and have a place where you can buy all our services based on the country where your company is founded and have a good overview of your business. We plan to add new features to my1Office soon that elevate the user experience even further and make administrative tasks easier for you.
We want to thank everyone who participated in the survey once again. Thank you for giving us your honest feedback, so we could improve and offer you the best service!