We’re thrilled to announce we have received an outstanding Net Promotor Score (NPS) of +81, recognising our commitment to excellent service.

Net Promoter is often held up as the gold standard customer experience metric and a score of +81 is considered to be among the absolute best across all industries, with the benchmark for ‘excellent’ at +54.

It is calculated by an initial survey question based on a 0-10 rating scale. Then, the accumulated ratings are graded as one number between -100 and 100. This number expresses how customers perceive a company.

Sally-Ann Hall-Jones, CEO of Reality HR said: “During this period of unpredictability in business, our experienced, specialist team has focused on supporting clients in achieving the best outcomes for their business.

“The Net Promoter Score exercise was designed to prompt honest feedback about their experience as a Reality HR client, and we are proud to be recognised for our commitment to excellent service.

“To be told that the businesses we work with would recommend us to others is the highest possible praise.”

‘Professional’, ‘knowledgeable’ and ‘efficient’ were the words most frequently used to describe our team. A strong two-thirds of clients are “very satisfied” with the service and trust Reality’s “team of experts”.

Other words used to describe our team included: ‘Responsive’, ‘friendly’, ‘approachable’ and ‘reliable’.

Overall our clients said we excel at “being good all-rounders”, “providing knowledgeable solutions” and “being an expert team”.

Comments included: “The consistency of the team is remarkable. They understand our company and our needs, so can provide bespoke services”.

“They excel in lot of areas, not just one – and the service is varied with training, webinars and one to ones. It’s all a very high standard.”

“They’re very good at listening to problems which we present them with and coming up with solutions and suggestions which are tailored to our needs.”

“They take a lot of the stress away from us. They have the knowledge which means we don’t spend all our time digging around for answers; it’s reassuring having them to provide that.”

We also asked clients about the HR challenges they expected to face in the coming months. The top three responses were recruitment (41%), retention (28%) and pay / benefits (13%).

In response to this we have created a free-to-download Recruitment and Retention Guide which covers topics including how employers can attract and retain staff in ways other than salary, pay and benefits, how psychometrics can support recruitment and ways to improve equality, diversity and inclusion.

Sally-Ann added: “Recruitment remains a challenge for many businesses, and we are seeing increased demand for our recruitment support services. Earlier this year we added a dedicated recruitment specialist to the Reality HR team in anticipation of this.

“We also understand the challenges that organisations are facing in keeping pace with evolving employee priorities, such as pay and benefits, particularly as rising costs impact a growing number of workers. We’re focused on keeping the businesses we work with up to date on these trends and challenges and finding solutions, so they are ahead of competition when it comes to recruitment, retention and business performance.”

Annabel Dunston, CEO and Founder at Question & Retain, said: “We conducted the telephone survey of Reality HR’s clients and overall, the feedback was extremely positive, resulting in an outstanding NPS score of +81. 83% of clients were ‘promoters’, giving the highest scores in the NPS survey, which means they would recommend Reality HR to others.

“This result positions them above many businesses in their industry and is a testament to the hard work of all the team. Well done!”

Thank you to all who provided feedback, we’re delighted with the results!

If we didn’t reach you for feedback and this result differs from your experience, then we’d love to hear from you.

To download the free Recruitment and Retention Guide see https://www.realityhr.co.uk/recruitment-and-retention/

If you have any questions, please contact info@realityhr.co.uk.