Pulse

A lot of companies talk about “best in class” service, but at Loureiro, delivering an exceptional client experience is what we do. We wear it on our sleeves. We measure it. We apply our training and technical skills to this commitment – continuously capturing and integrating learnings – so that we, too, can expect more of ourselves in how we serve clients.

In our All Hands Meetings, we have been discussing our Net Promoter Score^® (NPS^®) - one of the most common customer experience metrics used by companies around the world. On a monthly basis, a brief survey is sent to our active clients based on monthly billings asking, quite simply:

On a scale from 0-10, how likely are you to recommend Loureiro to a friend or colleague?

• A score of 6 or below would be a “detractor” and is sent to leadership requiring immediate follow up/action and a report back on lessons learned.
   
• A score of 7 or 8 would be deemed “passive” - or an acceptable score.
   
• A score of 9 or 10 would be a “promoter” - meaning that they would recommend Loureiro in the future.

Quite honestly, we haven’t historically given the promoter scores enough attention. Chalk it up to ‘negativity bias’ - or the psychologically proven concept that bad thoughts have a tendency to outweigh the good ones.

We get so many positive comments about our team members, our level of service and the work we do to support our clients. We want to highlight some of the outstanding feedback we’ve received from our clients about you, our employee owners!

To that end, we’d like to share the following excerpts received over the course of the first, second and third quarters. We’ll look forward to sharing MORE in future editions of the Pulse!