1. Professional Services Firm Net Promoter® – Client Survey Presentation
ABC Consulting

2. Client Survey Net Promoter®
Question: What is a professional services firm’s most significant source of new business?
Answer: Referrals and repeat business

3. Client Survey Net Promoter®
Question: What is the best predictor of referrals and repeat business?
Answer: Net Promoter® Score

4. Client Survey Net Promoter®
Question: How do you determine Net Promoter® Score?
Answer: Ask your clients

5. Client Survey Net Promoter®
Question: How do you determine Net Promoter® Score?
Answer: Ask your clients:
How likely is it that you would recommend ABC to a friend or colleague needing consulting services?

8. Net Promoter® Concept Promoter 0 1 2 3 4 6 7 8 9 10
How likely is it that you would recommend ABC to a friend or colleague needing consulting services?
Promoter
Passive
Detractor
Extremely unlikely
Neutral
Extremely likely
Net Promoter® Score
= %
(minus) %
Promoter
Detractor

9. Client Survey Net Promoter®
Question: What is a good Net Promoter® Score?
Answer: Median in US: about 16%
World Class Companies: 75% - 80%
Professional Service Firms should be relatively high

10. Client Survey Net Promoter®
Question: What is ABC’s Net Promoter® Score?
Answer: 40.6%

11. NPS – ABC Consulting
56.6% Promoters minus 16.0% Detractors = 40.6% NPS

12. NPS – Office Providing Service
Office A
75.6% Promoters minus 2.8% Detractors = 72.8% NPS
Office B
60.2% Promoters minus 7.9% Detractors = 52.3% NPS
Office D
45.6% Promoters minus 18.3% Detractors = 27.3% NPS
Office C
42.1% Promoters minus 27.2% Detractors = 14.9% NPS

13. NPS – Product/Services Provided
Feasibility Study
79.8% Promoters minus 6.3% Detractors = 73.5% NPS
Information Technology
38.2% Promoters minus 29.4% Detractors = 8.8% NPS
Financial Management
83.2% Promoters minus 3.5% Detractors = 79.7% NPS
Human Resources Support
28.3% Promoters minus 30.4% Detractors = -2.1% NPS

14. NPS – Respondent Title CEO/Owner
50.4% Promoters minus 23.1% Detractors = 27.3% NPS
COO
65.3% Promoters minus 16.1% Detractors = 49.2% NPS
CFO
80.1% Promoters minus 4.8% Detractors = 75.3% NPS
Other
25.8% Promoters minus 16.4% Detractors = 9.4% NPS

15. Client Survey – Issues Impacting Loyalty and Satisfaction
Question
Index (A)
Mean
1.   ABC has outstanding professional and technical consultants.
62.2%
9.0
2.     ABC provides excellent quality services that meet my organization's needs.
56.6%
8.7
3.     ABC provides timely and responsive service.
12.3%
7.0
4.     ABC communicates honestly and openly with me and my colleagues.
75.6%
9.2
5.     ABC's fees are appropriate.
-1.2%
7.3
6.     ABC people behave with fairness, integrity, and professionalism.
77.2%
9.3
Note A : This index is not NPS, but an overall index of agreement with the statement.

16. Competitor Analysis - Client Survey
If you have used any of the following consulting organizations (including ABC), please evaluate their performance in serving you.
Firm
Frequency
Mean (A)
ABC
275
8.1
DEF 66
6.1
GHI
119
8.7
JKL 81
9.1
MNO 15
6.0
PQR 90
7.1
STU 45
3.4
VWX 42
Note A: 10 = Excellent
0 = Extremely Poor

17. Service Importance - Client Survey
As you think about the future, how important do you think the following issues will be over the next five years?
Issue
Importance Mean (A)
ABC Consulting
NPS
Feasibility Analysis
2.3
73.5%
Information Technology
8.9
8.8%
Financial management
5.5
79.7%
Human Resource Management
7.3
-2.1%
Note A: 10 = Extremely Important
0 = Extremely Unimportant
Note: Client ratings of the most important issues for the future are the service offerings for which ABC Consulting has the lowest Net Promoter® scores (Information Technology and Human Resource Management).

18. Client Survey – Some Questions to Consider – ABC Consulting
What should we do about our relatively low NPS in Office C and Office D?
What should we do about our low NPS in Information Technology and Human Resource Support, which are becoming increasingly important issues to clients?
We have excellent ratings among CFOs, but much lower ratings among CEOs and some other categories. Implications? What should we do about this?
Should we be concerned about potential slow growth in our core high NPS services (Feasibility Studies and Financial Management). What should we do about this?
How can we improve the responsiveness of service?
Two competitors are rated higher than our firm by our clients. How should we address this?
How can we better explain our fees to clients?

19. Strategy Support Associates
For Information
For additional information about Net Promoter® Score and its application for professional services firms, please contact:
Gerald Wexelbaum
Strategy Support Associates
(561)
Net Promoter® is a registered trademark of Satmetrix Systems, Fred Reichheld, and Bain & Company