03 Nov NPS of 78 and Rising; Top quality Sales Progression 

At Complete ASAP, we put people at the heart of everything we do. Which is why customer feedback is as an absolute priority to us. We want to know what we did well and how we could do even better. Our commitment to excellence is demonstrated by the recent increase in our Net Promoter Score (NPS) to an all-time high of 78.

What is NPS and Why We Use It?

Net Promoter Score, or NPS, is one of the most well-known and respected service quality metrics in industry. It measures the satisfaction level of the sellers and buyers we work with, on behalf of the estate agents. Everyone is asked to complete the survey because we want to make sure we have a true reflection of what our customers think!   According to the creators of NPS, Bain & Company, a score above 70 is considered “world-class.”

We are over the moon to announce that our NPS now stands at an impressive 78, firmly placing us in the world-class category.

We use NPS to improve our service by collecting feedback after every completion and creating a real-time feedback loop to review with our Sales Progressors. It allows our team to continuously fine-tune our services, collaborate to address any low scores, and ensure that even the most complex or challenging cases receive the highest level of service.

There is no better way to demonstrate this than directly from some of our clients such as Sally who purchased in Thatcham earlier this year and described her sales progressor as:

“The glue that held a very stressful situation together”, explaining how Helen “listened unconditionally, she offered support and then guided us when we needed to understand what was going on. She offered us reassurance when it was most needed. I believe she went above and beyond in her role and I’m very grateful to her for that”.

Or for a recent freehold sale in Norwich where the client was relocating to the UK and commented:

“Coming from another country and not being experienced with UK property purchases and the notion of an ‘onward chain’… I was at first dubious about the need for a sales progressor in the affair. However, after my dealings with Emma, I’m now certain it is in a large measure thanks to her facilitating the sale/purchase that, everything went so smoothly and satisfactorily for both myself and the vendor”.

Or from another client, David commenting about his property purchase in Kent who said:

“If I could give an 11 to Sharon I would. The last time I moved was 33 years ago and without Sharon providing a “guiding hand” this would have been a completely different experience, and not in a positive way!”

At Complete ASAP, we take pride in our world-class customer service and commitment to NPS. Our score of 78 reflects our dedication to putting people first and driving excellence in within industry.