How NPS can give you confidence in your choice
No matter the size of the organisation, a new benefits platform is a noteworthy investment. And not just because of the financial commitment. Benefits are a significant expense for employers – and a strategic one. They make employees feel appreciated, understood and cared for. They are an important signifier of organisational culture.
Human resources (HR) and benefits teams place a huge amount of thought into their benefits strategies and packages. But if they try and deliver them through a clunky platform, their efforts will soon go to waste. Employees want to engage with platforms that are quick simple, and intuitive. Browsing and shopping cart-style experiences must be on par with what they are experiencing as consumers. Providing this kind of experience is key to seeing a return on benefits investment.
A benefits platform is a pivotal piece of HR technology. HR teams will interact with it every day, so they need to enjoy working with it. They need a platform that will reduce their to-do lists by automating repetitive tasks and offering up data insights. It also needs to be flexible and scalable enough to cope with inevitable structural or strategic shifts.
The high stakes, combined with the number of options on the market, make choosing a provider a complicated task.
When it comes to making the decision, looking at the provider’s Net Promoter Score (NPS) can be a great first step. In this white paper, we’ll cover what an NPS is, why it’s so important, and why Zest’s is so good.
P: An NPS is a measure of customer experience, based on one simple question:
“How likely is it that you would recommend [insert brand] to a friend or colleague?”
Respondents mark the brand on a 10-point sliding scale from ‘Not at all likely’ to ‘Extremely likely’. They can then be placed in the following groups:
Brands can work out their NPS by subtracting the percentage of detractors from the percentage of promoters.
According to Bain & Company, who is widely credited with creating the measure, an NPS above 0 is good, above 20 is favourable and above 50 is excellent.
A brand’s NPS is so important because it places a clear, numerical value on how customers feel about its products or services. It allows brands to understand how they’re performing in relation to competitors. It has become a key point of comparison for buyers. A brand’s NPS is also a good indicator of growth as this is closely linked to customer satisfaction and retention.
At 67, our NPS is among the highest in our sector. There are several reasons for this:
Choosing and implementing a new benefits platform is undoubtedly a big step – but it doesn’t have to come with risk. The best way to ensure a good experience is to go with a trusted provider that has been widely endorsed by credible customers.
Our NPS speaks for itself, but don’t take our word for it. Our customers constantly tell us how much they enjoy using our platform, and how much it has improved the benefits experience for their employees.
Testimonial Block: Our employees love the new portal, it’s got a fresh new look and is so simple and intuitive to use. Director of HR Penspen
Get in touch with us to talk more about how we can help engage, motivate and retain a winning team.
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