We received an excited phone call this week from Paul Thorne, GM independent living at ECH in South Australia. Following the lead of our McCrindle Baynes village census 2013, he had commissioned best practice Australia to conduct a survey of 1800 of his village residents across 98 villages (many are cluster homes) to establish a Net Promoter Score for ECH.
The result: an NPS of +76. This is indeed a remarkable result. In our village census last year of 5200 residents across 232 villages are survey delivered an NPS of +25.
The Net Promoter Score is an internationally recognised tool for measuring customer loyalty – how willing are your customers to recommend your product or service to their friends.
At +25, our survey of the 232 villages established that retirement villages have the strongest customer loyalty of any industry in Australia, as reported by consulting firm Bain & Co. The next highest at +24 is online retail.
While there were individual villages in our survey that equalled and exceeded +75, the impressive fact is ECH achieve this NPS score when the majority of their residents do not have a village manager located on the site or extensive community facilities – and yet they are still promoters of ECH and living in the villages.