Based on the latest figures from our own NPS benchmarks reports updated for 2018, we’ve looked at the industries with the lowest NPS. The results are perhaps not a huge surprise, but more so a pointer to these industries that an improvement of services might be in order.
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These are the industries that are in need of a shake-up:
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When someone needs to work with a debt collector, it's rarely going to be for a pleasant reason.
It appears that this negativity has spilled over into debt collector clients as well: as an industry overall, they have the second to worst NPS.
Common complaints are collection on debts not held, debt collectors repeatedly calling consumers, and often consumers complain that they were not given enough information to verify whether or not they owed the debt that someone was attempting to collect.
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Historically, complaints have been relating to agents hurling CV’s at clients in the hope that one will fit the bill, never calling back although they have promised they would, high commission costs, and a lack of knowledge for the jobs they’re recruiting for.
Although in fairness, changing jobs is a stressful situation and a full-time job in itself, so from a candidate’s point of view, the pressures of looking for a new job, including a lack of control of the process, is sometimes out of a recruiter's control.
Businesses hire on consultants for a variety of reasons: growth, a turn-around to a failing bottom line, or even simple consolidation.
But it appears that business consultants aren't delivering on what their clients expect, scoring -22 overall.
How does your NPS measure up against your industry average? Download our free benchmark reports for New Zealand and Australia to find out!