Case Studies

Digital and Innovation Agency Drives Business with Net Promoter®

Digital agency Volume scores +60 on NPS — ahead of most of their industry peers, in striking distance of Apple's 71 and Amazon's 76. In an industry where trusted client relationships decide everything, that score is doing work. Here's how a small UK agency uses NPS to actively seek out and fix flaws other firms paper over.

By Adam Ramshaw 2 min read
Digital and Innovation Agency Drives Business with Net Promoter®

UK based digital and innovation agency Volume proves there are no right or wrong industries for using the Net Promoter approach. In fact with a score of +60 the organisation is out in front of many of its’ peers: Amazon’s score is 76 and Apple’s is 71.

Here is a company doing things differently. Being a small agency with big success in a tough industry wasn’t enough for them. They decided to implement Net Promoter to actively seek out flaws and correct them.

More than most other industries in the agency industry, a strong trusting relationship between the agency and client is vital for success. Companies need to ensure their personnel are continually striving to meet the needs of their clients. The more satisfied the clients are, the stronger the relationship that exists, increasing customer loyalty and business revenue.

Knowing this, Volume decided to use Net Promoter, a proven metric to benchmark performance, increase customer loyalty and drive up business revenue. According to CustomerGauge, Volume is one of the few agencies implementing Net Promoter within their business; gathering data and feedback to improve their business and strengthen relationships.

Using Net Promoter Volume is increasing value to their business by scrutinising all areas of the business. With the right NPS tools, Volume receive a range of services including real-time feedback to identify which areas to focus on and see areas of the business which need improvements and become more accountable.

While the process of implementing Net Promoter may be tough, the benefits of implementing such a program reap many benefits.

Volume received a Net Promoter Score of +60, which in the creative agency industry is a very high score. This is a great example of a business which although small and may not initially have seemed to fit in the “ideal Net Promoter candidate” have been to effectively leverage all benefits from implementing the Net Promoter.

Have you heard of any other Net Promoter success stories? Let us know your thoughts below.

Back to Blog

Related Posts

View All Posts »
[Case Study] Iron Mountain Doubles NPSⓇ Survey Response Rates

[Case Study] Iron Mountain Doubles NPSⓇ Survey Response Rates

Two small changes to Iron Mountain's NPS survey invite doubled their response rate — change the "from" name to a real person, and embed the first question in the invite itself. That's it. Here's the full case study, why each change worked, and the knock-on effect on internal engagement when the data became hard to argue with.

[Case Study] Carlson Restaurants Share Four Big Insights on Net Promoter

[Case Study] Carlson Restaurants Share Four Big Insights on Net Promoter

Carlson Restaurants runs about 900 outlets including TGI Fridays — a saturated industry where loyalty is genuinely hard. Their CFO-level NPS lead sat down to walk through four hard-won insights from the rollout: the threshold below which the score doesn't matter, why consistency beats spikes, the grand unified theory, and the case for driving behaviour not the number.

Pithy Customer Feedback Insights via the BBC and Rob Markey

Pithy Customer Feedback Insights via the BBC and Rob Markey

Bain's Rob Markey turned up on a BBC radio show about the NHS Friends and Family Test and dropped five short observations that apply to almost any customer feedback program. Clarity over complexity. Accuracy as a false god. Here's the five, with the context that makes each one useful in your own program.

Telstra Rewarding Resellers for Customer Service But What is the Anti-Gaming Strategy?

Telstra Rewarding Resellers for Customer Service But What is the Anti-Gaming Strategy?

Telstra started paying its resellers partly based on Net Promoter Score — a smart-looking lever, until you remember what happens to scores once incentives are attached. Front-line staff and reseller managers actively manipulate them, more than most companies expect. Here's what the anti-gaming strategy needs to look like, with worked examples of how gaming actually plays out.