Just one simple question can tell an entire story. “How likely is it that you would recommend Key Mortgage to a friend or colleague?” This one question is the baseline for all Net Promoter Scores (NPS) and the resulting answer speaks volumes about the customer experience with a company.
NPS is commonly used in a variety of industries to measure the satisfaction rate of clients. “The highest compliment you can give is the referral of a friend, family or co-worker” is a common tagline in agents’ signatures. NPS essentially takes that tagline, poses it as a question and then collects the responses.
This score can be anywhere from negative 100 to positive 100. The higher the score, the more people are saying they would refer. A score of 50 is considered excellent and over 80 is considered world-class.
Historically, the financial industry as a whole has been in the mid-40s (44 in 2023) with banks in the mid-30s according to CustomerGauge, a leader in NPS software and analysis. In 2023, Key Mortgage’s NPS was an astounding 93. In fact, five times last year we received a perfect score of 100 from our buyer’s agents. Here’s why this should matter to you:
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As a buyer’s agent, your ability to create a team of professionals reflects back onto you. You want a team that will not just get the job done, but do it so well that the client is likely to refer family and friends, almost ensuring future referrals are to come.
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Your winning difference is that you can connect clients to the best in their field — and without you, they would most likely never have the opportunity to have an award-winning experience with Key Mortgage.
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A high NPS can be a very compelling reason to encourage your clients to get a second opinion. Remember we get 7 out of 10 referred clients to see more value in working with Key Mortgage than their other lending option.
We want to perform so well that your clients become raving fans — referring family and friends — and from the looks of things, we are knocking it out of the park!
Together, let’s work and get YOU more referrals. Reach out to a Key Mortgage loan officer today.
