We recently asked for your feedback on our service and if you would recommend us. See how your feedback shaped our first Net Promoter Score.
Client feedback is one of the most important ways we assess how we’re doing and how we can improve. We want to extend a sincere thank you to everyone who recently completed our client survey. Our goal is to provide our clients with a service they deserve, and your input helps guide that commitment.
In previous years, we relied on in-depth,detailed surveys that offered wide-ranging insights. But a couple key questions consistently stood out: How satisfied are you with our service? and Would you recommend us? With that in mind, we decided to introduce our first-ever Net Promoter Score (NPS) survey. NPS distills client satisfaction into a single metric that helps us to better understand how you perceive our service.
NPS is widely used in many industries such as hospitality, airlines, and banking, because the survey results help to measure satisfaction simply and directly. The methodology is simple: ask clients to rate us from 0-10 on simple questions in relation to our service and if they would recommend us. Responses are categorized as Promoters (9–10), Passives (7–8), and Detractors (0–6). The NPS score is calculated by subtracting the percentage of Detractors from the percentage of Promoters. A positive score indicates overall satisfaction, while scores between 70-100 are considered excellent according to SurveyMonkey.
Our Results
We’re proud to share that our first NPS score came in at 85*, a result that exceeded our expectations. This result places JL Bainbridge among the top-performing service organizations, regardless of industry. “The results of the survey are a wonderful testament to our firm’s service commitment, and I couldn’t be prouder,” says John Leeming, CFP®, President and CCO at JL Bainbridge. As a comparison, here are a few average NPS scores by industry:
· Hotel &Hospitality 44
· Banking & Financial Services 41
· Airlines 37
· Insurance 33
As proud as we are of this score, we see it as a starting point. We’ll be conducting the same survey every two years to measure our progress and identify opportunities to improve. Because NPS allows for consistent bench marking over time, it gives us a way to stay accountable to our clients.
Once again, we appreciate your feedback and thank you for letting us serve you.
*Survey was conducted via email distribution to 817 clients during the period of March 26th-April 6th, 2025 with 113 responses received. The results were: 5 Detractors, 9 Passives and 99 Promoters resulting in an NPS score of 85.
No Client was compensated or incentivized in any way for completing the survey. Responses reflect only the opinions of those who participated and may not represent the views of all clients. The results are presented in a fair and balanced manner and are not intended to highlight only positive experiences.Client survey results are not intended to suggest any level of advisory skill or investment returns. This information is for general informational purposes and should not be construed as a testimonial or endorsement of the firm's services.
