At Dawleys, we take immense pride in delivering outstanding customer service and data management solutions. Our latest Net Promoter Score (NPS) of 94 firmly places us among the industry's top service providers. This achievement reflects the exceptional customer satisfaction, trust, and brand loyalty we have cultivated over the years.
What makes a good NPS score?
A Net Promoter Score (NPS) is a customer satisfaction metric that measures our customers’ loyalty and satisfaction by asking one simple question: “How likely are you to recommend our service to others?” The score is calculated by asking respondents to rate their likelihood of recommending a business on a scale from 0 to 10, and their ratings classify them as promoters, neutral, or detractors. The score can be between
-100 to 100 (calculated as a % but reported as a whole number), with a high score indicating strong customer satisfaction. Since a score of 70+ is Outstanding and 80+ is World-class, Dawleys’ score of 94 far exceeds industry averages, which shows us that our customers are satisfied and truly enthusiastic about our services.
“Personable client services team who are always willing to help and go the extra mile.”
The quote above is from one of our clients who recently responded to our questionnaire, asking them to rate how they find working with Dawleys … Yes, we’re very proud!
The questionnaire also asked how Dawleys compares to other outsource service suppliers. Here’s a response from another of our wonderful clients.
“Dawleys have been an excellent supplier to work with. Their account management team is consistently great with clear and effective communication. The team are always ready to assist with any queries and are proactive with suggesting improvements to things like reporting and campaign set up.”
This means a lot to us, and here’s why it matters:
Industry-leading excellence: Our NPS places us at the peak of customer service providers, highlighting our unwavering commitment to providing you, our clients, with excellent service.
Customer trust and loyalty: Our high NPS score directly indicates strong customer relationships, proving that our clients trust us to deliver high-quality service.
Business success and growth: Companies with high NPS scores typically enjoy higher retention rates, increased referrals, and sustained growth, all of which contribute to the long-term success of our business, and our ongoing support of yours.
The Dawleys difference: Why customers recommend us
“Proactive, supportive, always listen, provide honest feedback, responsive, reliable.”
Our success stems from a commitment to providing seamless, efficient, and high-quality outsourced services that enhance our clients’ operations. Here’s what sets us apart:
1. Seamless customer service outsourcing
We offer fully integrated customer service outsourcing, allowing businesses to focus on their core operations while we handle customer interactions with professionalism and efficiency
2. Expert Contact Centre teams
Our dedicated contact centre professionals act as an extension of your team, ensuring a seamless experience for your customers. Whether it’s inbound support, outbound campaigns, or omnichannel communication, we deliver excellence at every touchpoint.
3. Data Management Expertise
Dawleys ensures that client data is expertly managed, improving operational efficiency and strategic decision-making.
How exceptional service drives business growth
Customer service is not just a support function; it helps to drive growth. Here’s how our approach benefits your business:
- Higher retention and lifetime value: Customers who receive outstanding service are more likely to stay loyal to your business.
- Cost efficiency and brand perception: Outsourcing customer service to Dawleys helps businesses reduce costs while enhancing their brand reputation.
- Customer-centric solutions: Our tailored services allow businesses to focus on their strategic priorities, knowing that their customer service and data management are in expert hands.
We want to ensure our service to our clients supports and enhances their business. To achieve this we need to integrate our clients’ businesses to such a degree that the lines between the two are blurred. So, when we asked our clients where Dawleys met, or did not meet expectations in delivering the brand message, one respondent said,
“Dawleys conveys our company's brand message very well to our customers, who don't notice any difference between being served by us directly or by Dawleys.”
“I know I can always rely on them for campaign setup, reporting, meeting timescales and for suggesting improvements. I know that if come with an issue our account management will try their hardest help me resolve that issue.”
Well, that says it all really.
Our gratitude and commitment to excellence
We are incredibly grateful to our customers for their trust and support, which has helped us achieve this outstanding NPS score. Your feedback and loyalty inspire us to improve and innovate continuously. We see this milestone as both an achievement and a commitment to strive for even greater excellence in the years to come. We will continue to enhance our services, invest in our teams, and leverage cutting-edge technology to exceed your expectations.
Experience Dawleys' Exceptional Service
A 94 NPS isn’t just a number—it’s a promise of excellence. If you’re looking for a trusted partner to enhance your customer service, streamline your operations, and free up your resources, we’re here to help.
Experience the Dawleys difference today. Contact us to discuss how we can support your business success with world-class customer service and data management solutions.
Get in touch now – let’s drive your business success with outstanding customer service.
eCommerce Fulfilment
We handle your order processing, stock management, pick, pack and despatch with shipping of products to your customers
Contact Centre
Our professional team can handle all of your customer service contacts via phone, email, web chat and more to save you time, money and hassle