Online freight provider Freightquote recently surveyed customers it did business with in 2011. The company used the Net Promoter methodology (NPS), a standard cross-industry metric to measure customer satisfaction, to gauge the results. Freightquote.com earned an overall Net Promoter score of 68, which is significant considering companies with the most efficient growth engines operate at NPS ratings of 50 to 80 percent. When asked to rate their satisfaction with Freightquote.com, 74 percent of respondents gave the company scores of 9 or 10 on a 10-point scale. In addition, 77 percent of respondents also gave Freightquote.com a 9 or 10 when asked how likely they were to recommend the company.
The dedicated customer service Freightquote.com delivers has directly impacted its growth. In 2011 alone, the company saw a 23 percent increase in revenue. Freightquote.com also saw a 33 percent year-over-year increase in first-quarter customer growth. This is a reflection of the company's strong customer focus and solutions-driven, U.S.-patented technology.