Mobile Mini Tank + Pump Solutions has always been a company providing the highest "customer-friendly" service and products. Prior to 2016, it was nice of us to think of ourselves as customer-centric, but in early 2016, as part of the Mobile Mini family, we now track our loyalty and customer effort through NPS and CES.
We use the accepted standard for measuring customer experience and loyalty; Net Promoter Score (NPS) and Customer Effort Score (CES) as measured by a third-party service. Loyalty metrics (NPS) focus on measuring long-term happiness/customer loyalty. To help complete the customer experience metrics, CES measures the customer’s relationship with the company and effort needed to request and receive service.
Net Promoter Score
( NPS )
Consumer Effort Score
( CES )
What is NPS & CES?
If you’re not familiar with NPS, it is based on a current or recent customer's answer to questions like:
On a scale of 0-10; how likely are you to recommend us to a friend or colleague?
The customers' scores are then classified into “Promoters (10 & 9),” “Detractors (0-6),” or “Passives (7 & 8)” based on their answers. The Net Promoter Score (NPS) is calculated by subtracting the percentage of Detractors from the percentage of Promoters (Passives are ignored).
Around half of all Fortune 500 companies use the NPS rating to measure and improve their customer interactions.