Acaboom has just been revealed to have an incredibly high 80 NPS score, something we are very proud of.
Net Promoter Score (NPS) is a widely recognised metric used to gauge customer loyalty and satisfaction.
It measures your clients’ likelihood of recommending your services to others. The score is derived from a simple question: “On a scale of 0 to 10, how likely are you to recommend our service to a friend or colleague?”
Based on their responses, clients are categorised into three groups:
- Promoters (9-10): Loyal clients who are likely to recommend your services and contribute to growth.
- Passives (7-8): Satisfied but unenthusiastic clients who are vulnerable to competitive offers.
- Detractors (0-6): Unhappy clients who may damage your brand through negative word-of-mouth.
The NPS was calculated by Kerfuffle in the process of subtracting the percentage of Detractors from the percentage of Promoters, providing a score between -100 and +100.
Based on our quarterly quality survey, Acaboom has refined its interface to offer a more seamless user experience with a brand new dashboard.
As well as this, clients can now access vital information in one unified view, as well as a map view, eliminating the need to switch between different systems. Additionally, the platform’s intelligence layer has been enhanced to provide more self-serve options, including editing proposal text, passing leads to mortgage advisors and more.
Agents are guided towards winning the instruction with reminders, alerts, next-best actions, and best practices, all powered by Acaboom.
How to Enhance Your NPS Score
Enhancing your NPS score involves a strategic approach to customer engagement and satisfaction. Here are some key recommendations and tools to help you improve:
1. Nurture relationships
Nurturing client relationships is crucial, especially considering that 32% of clients take longer than a month after the appraisal to instruct an agent.
Implement a systematic lead nurturing process to convert archived leads. This keeps your agency top-of-mind and increases the chances of future instructions and a better score.
2. Market Update Reports
Sending regular market update reports keeps you engaged with clients beyond the initial contact and shows you value them. These reports can include:
- New Properties: Inform clients about new properties on the market near them.
- Price Changes: Update clients on price changes in their area.
- Recently Sold Properties: Highlight recently sold properties that affect their decisions.
These updates are informative and help maintain a connection with clients, significantly reducing the unsubscribe rate to less than 1% after 12 months.
3. Connect and convert
Many agents cease communication if they are unsuccessful in the initial follow-up. However, staying in touch with archived leads can yield significant results. Utilise tools like Acaboom to receive notifications when clients revisit their Digital Proposals.
This intelligence allows you to reach out to clients months or even years later, nurturing them through to instruction.
4. Stay on top of changes
Consistently staying on top of client interest and changes in the market is essential:
- Client interest notifications: Use notifications to track renewed interest from clients. This ensures you don’t miss opportunities when clients return to the market.
- Follow-ups: Notifications help save time and ensure you call clients at the right moment, increasing your chances of securing instructions.