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December 4, 2018
Tag(s): Customer Satisfaction
Espyr is excited to announce it achieved a new high in Net Promoter®Score (NPS) in its 2018 customer satisfaction study. Espyr’s Net Promoter Score of 77 puts it in lofty company with brands widely admired for customer service excellence – brands such as USAA, Costco, Ritz Carlton and Nordstrom. All of these legendary customer service brands including Espyr exceed the global NPS standard for “world class” of 70 or higher.
Espyr’s business category, Behavioral Health providers, does not have a category NPS average. However, Inavero, a customer satisfaction survey company, does an annual benchmarking survey of 17 B2B industry sectors. Espyr’s Net Promoter Score was significantly above average for every sector tracked in the study. In some sectors such as HR services, Espyr’s score exceeded the average by as many as 69 points.
Rick Taweel, CEO for Espyr, commented about the score, “We’re delighted that the work we’ve been doing to exceed our client’s service expectations is being well recognized. We’ve always had an almost fanatical attitude about customer service. This past year though we made a number of major changes that have really made a difference. We added staff in Account Management and Client Service Specialist roles. We also added more providers in our provider network to give our clients increased accessibility. New technology was introduced to reduce phone wait times while increased training to our intake counselors improved call handling. In addition, we started offering more “in the moment” support for people in distress and requiring immediate, specialized care.”
Espyr is a leading Behavioral Health provider with a mission to help its client organizations and employees achieve their full potential. To learn more about how Espyr can help your organization click here or call us at 888-570-3479.