At McClarrons, we pride ourselves on delivering comprehensive insurance solutions to meet the unique needs of our clients through a personalised service, with our ‘service without compromise’ mantra in mind. Offering great service isn’t just about fulfilling basic requirements – it’s about exceeding expectations and building long-lasting relationships. This is why we are excited to share our recent Net Promoter Score (NPS) of 70, which reflects the trust, loyalty, and satisfaction that our clients have in us.
What is an NPS Score, and why does it matter?
The Net Promoter Score (NPS) is an industry-standard metric used to measure customer satisfaction and loyalty. It is based on a simple question:
“On a scale of 0 to 10, how likely are you to recommend McClarrons to a friend or colleague?”
Based on the responses, customers are grouped into categories of those most satisfied with the service they have received through to the least. The NPS is calculated by subtracting the percentage of detractors (people who scored 0-6/10) from the percentage of promoters (people who scored 9-10/10). A 30+ score is a sign of ‘great’ customer relationships and service, with anything above 70 considered as ‘excellent’.
McClarrons’ NPS Score
We are thrilled to announce that McClarrons has achieved an NPS score significantly above industry averages, highlighting the strength of our client relationships and our commitment to providing exceptional service. This score also reflects the loyalty of our clients, many of whom have been with us for years and continue to trust us with their insurance needs.
At McClarrons, we strive to ensure every client feels valued, understood and well-supported and so are delighted with our current score.
Why we ask for client feedback
At McClarrons, we believe that client feedback is essential for growth and improvement. By asking for feedback through NPS surveys, we gain valuable insights into what we are doing right and where we can improve.
- Listening to our clients: Your feedback helps us understand what is most important to you. Whether it’s the quality of service, speed of response, or the comprehensiveness of our insurance solutions; we use your feedback to refine our proposition.
- Strengthening relationships: We view every piece of feedback as an opportunity to strengthen our relationships with clients. We listen carefully and make adjustments where possible to help ensure your experience with McClarrons is positive.
- Commitment to continuous improvement: While we are proud of our high NPS score, we know that there is always room to grow. We continue to be motivated to maintain and elevate the level of service we provide; we will continue to invest in training, technology and resources to enhance our client experience.
Client Feedback in Practice
A strong NPS score is only one indicator of the service we provide. The clearest demonstration of client satisfaction comes from the many positive reviews we receive across our social media channels, which you can see here, and on our Google reviews here. These comments offer direct insight into the experiences of the individuals and organisations we support, reflecting the professionalism, clarity, and care our teams aim to deliver every day.
We are grateful to every client who takes the time to share their experience with us, as these reviews not only recognise the work of our teams but also help prospective clients understand the level of service they can expect when working with McClarrons.
Thank You to Our Clients
We would like to take this opportunity to thank our clients for their ongoing trust and support. Your feedback is invaluable to us, and your loyalty means a great deal. We remain dedicated to providing the same high level of service that has earned us such a strong NPS score, and we look forward to continuing to provide service without compromise in the years to come.
If you would like to understand more about how we support our clients and the ways we help protect the things that matter to them, our team will be pleased to assist. Please get in touch to speak with one of our specialists via our Contact Us webpage. Alternatively, you can call us on 01653 697055 or email enquiries@mcclarroninsurance.com.
