A testament to exceptional service and innovation
We are delighted to announce a milestone achievement: 100 Net Promoter Score (NPS) promoters in a row. This momentous feat is a reflection of our unwavering commitment to delivering exceptional service and championing dignity and independence for service users. While we’re not entirely certain if this sets a record, we believe it’s a notable accomplishment not just within our industry, but perhaps even globally.
What does NPS mean, and why does it matter?
The NPS is a widely recognised metric that gauges customer loyalty and satisfaction. Promoters are individuals who rate their experience with a company as 9 or 10 on a scale of 0 to 10, indicating they’re highly likely to recommend its products or services.
To put this into perspective, Bain & Company, the creators of the NPS framework, consider scores above 50 to be 'excellent' and above 80 to be 'world-class'. Achieving an NPS average of 94 in Q4 of 2024—especially in Europe, where scores tend to be more conservative—is truly outstanding. For comparison, the average NPS score in the U.S. healthcare industry is 58, which underscores just how remarkable this achievement is for our team.
A culture of excellence and continuous improvement
This achievement is not the result of a single initiative but a culmination of our company-wide dedication to excellence. From innovative products to top-tier customer service, every aspect of our operations is designed to ensure that customers—including occupational therapists and other healthcare professionals—receive the highest level of support.
Our team plays a pivotal role in maintaining these high standards:
- Product Specialists: Delivering expert guidance tailored to each client’s needs, ensuring that every solution is both practical and effective.
- Customer Care Team: Providing seamless service during ordering, processing, and follow-ups, with consistent communication every step of the way.
- Engineers: Supporting customers long after the sale with maintenance and assistance to guarantee satisfaction and reliability.
We don’t just deliver products; we deliver trust, empathy, and an unwavering commitment to improving lives. One customer recently shared: “Johnny is always so helpful and considerate towards clients. He always does whatever he can in order to support during the assessments. He is an asset to Accora.”
Celebrating success while looking ahead
While 100 promoters in a row is a cause for celebration, we believe this achievement is also an opportunity to reflect and improve. Feedback from our promoters has been humbling, with comments like: “Cannot think of anything to improve an already first-rate service” and “Outstanding low-profile bed with no problems even after four years.” However, we know there’s always room for growth.
One area we’re exploring is how to raise our own standards for NPS measurement. For example, we’re considering redefining what constitutes a promoter by requiring a perfect 10 score to achieve this status. This shift would challenge us to deliver even greater consistency across all touchpoints, ensuring every customer interaction is nothing short of exceptional.
We asked our Operations Manager and Chief-NPS-Officer Tom McGhee for his thoughts on how we've achieved this, and any tips for others in our industry looking to help us raise the standard of healthcare in the UK.
"You've got to set high expectations and keep striving towards them. Be passionate about them. It will show in the service you deliver. Listen to feedback and learn from it, because your detractors are arguably more important than your promoters. And don't forget to celebrate your successes too - it's a team effort, so staying motivated to achieve these expectations is crucial!"
Championing dignity and enabling independence
At the heart of our business is our tagline: “Championing dignity, enabling independence.” This is not just a slogan; it’s a philosophy that informs everything we do. We understand that small changes in the lives of our users and their carers can deliver profound emotional and practical benefits, fostering independence and restoring dignity.
A recent piece of feedback perfectly encapsulates our mission: “Des was superbly professional, compassionate, considerate, appropriately humorous, and so knowledgeable in his interactions with this young client (who communicated through assistive technology).” Such testimonials remind us why we strive for constant innovation and improvement in both our products and our services.
The road ahead
This achievement reinforces our position as a trusted partner in the homecare and long-term care markets. However, our work doesn’t stop here. We are committed to:
- Listening to all feedback: Learning from detractors is as vital as celebrating promoters. Understanding where we can do better allows us to refine our processes and raise our standards even higher.
- Delivering innovative solutions: By constantly seeking improvements and understanding the evolving needs of our users, we aim to push ourselves and our industry forward.
- Maintaining consistency: Ensuring every customer interaction—from initial inquiry to post-sale support—reflects the values and excellence that have become synonymous with Accora.
A team effort worth celebrating
Reaching 100 promoters in a row is a testament to the dedication of our entire team. From the innovators and engineers creating state-of-the-art products to the product specialists and customer care representatives who bring compassion and expertise to every interaction, it’s a combined effort that drives our success. We’re proud to be setting a standard for customer satisfaction that others can aspire to.
As we celebrate this milestone, we remain focused on our ultimate goal: transforming everyday life for the better and ensuring that dignity and independence are not just aspirations, but realities for all our users.
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