This first-of-its-kind Net Promoter Score® (NPS®) comparison tool is a Rocket Referrals exclusive.
Today, we’re proud to announce the release of our brand-new NPS leaderboard for insurance agency ranking. This unique tool gives our users the power to compare their personal or company-level NPS over time or do side-by-side comparisons. Plus, anyone using it can see how they rank across the industry.
For business owners, the leaderboard is a window into employee performance, meaning they’re able to see at a glance who’s at the top of their game and who needs to improve.
This is the first time ever that insurance agents have access to these kinds of industry-level rankings. And they’re only available through Rocket Referrals.
An insurance agency ranking system backed up by years of data and analysis.
“We’re always thinking up new ways to help our customers improve,” says Rocket Referrals co-founder and CEO Torey Maerz.
“When it comes to the leaderboard, we’re putting years of NPS data and analysis to use. It shows companies—and individuals—exactly where they stand compared to their peers. Those ranked at the top of the list can use our tools to see what it is they’re doing to maintain their position and keep an eye out for competitors sneaking up on them.
“Those further down the list know they have some room to grow and can use our tools to determine exactly what they need to do to increase their rank and provide a better, long-lasting client experience.”
A peek behind the scenes.
Senior creative designer Zak Sheeder had a unique challenge when it came to making a user-friendly leaderboard design.
“The challenge was for us to take Torey and Carl’s ideas for an agent NPS leaderboard and turn them into a functioning design that’s easy to use and understand,” says Zak.
“We wanted users to be able to see, at a glance, what their NPS ranking was within their company and compared to all Rocket Referrals users. After many conversations about functionality and usability, we landed on the designs you presently see.”
For our software development team, it was important for them to stay true to our vision.
“We needed to take the leaderboard designs and actually integrate them into the Rocket Referrals experience,” says lead developer Andrew Kelley. “We wrangled the data on the backend to deliver a faithful recreation of the designs. It all came together in a way we hope will foster friendly competition amongst our users.”
What is the Net Promoter Score?
Developed by Fred Reichheld at Bain and Company in the early 2000s, and used widely by Fortune 500 companies such as Facebook, PayPal and Southwestern Airlines, the NPS is fast becoming the standard across industries for measuring customer loyalty.
“An important thing to remember about the Net Promoter Score is that it’s only a snapshot in time,” says Torey. “It’s definitely not set in stone. You have the power to change your ranking by boosting customer loyalty. Our experienced account managers are able to provide you with the guidance to make this happen.
We start by sending the NPS survey asking our clients’ customers on a scale of 0 to 10, how likely is it that they’ll recommend that company to a friend.
Respondents are then grouped based on their answers:
- 0-6 are Detractors
- 7-8 are Passives
- 9-10 are Promoters
Finally, the percentage of Detractors is subtracted from the percentage of Promoters (Passive responses aren’t counted) giving a final score. This ranges from -100 to 100. Anything over 75, and you’re in the big leagues.
“For an agent using Rocket Referrals, increasing their NPS results means higher retention, more referrals—and now, bragging rights.”
Adding a little competition to the NPS game.
“We built agents a leaderboard where they compete to have the most happy and loyal clients,” says Rocket Referrals co-founder and COO Carl Maerz. “For an agent using Rocket Referrals, increasing their NPS results means higher retention, more referrals—and now, bragging rights.”