Clique Logistics is proud to claim our position as the market leader for Customer Appreciation in the Australian Domestic Freight Market.
We are independently audited annually and our most recent Net Promoter Score (NPS) of +60 in November 2023 is an elite result, especially given the unpredictability and uncertainty of logistics.
“Net Promoter Score – An NPS score measures customer loyalty by looking at their likelihood of recommending a given business. Your NPS score is measured with a survey and reported with a number ranging from -100 to +100, where a higher score is desirable. NPS is often held up as the gold standard customer experience metric.”
Customers are categorised into three groups:
- Promoters (Loyal): Those who score 9 or 10 are considered loyal enthusiasts and likely to spread positive word-of-mouth.
- Passives (Satisfied): Scores of 7 or 8 indicate neutral customers who could be swayed to either side.
- Detractors: Scores of 6 or lower represent unhappy customers who may damage your reputation through negative reviews and recommendations.
Clique Logistics proudly partners with Saguity, a leader in the field of customer experience. Saguity has assisted Clique Logistics over the past five years in creating our culture of delivering a 10/10 customer experience at every touchpoint and has conducted our research annually to determine our NPS.
“I am extremely proud of our most recent survey with Clique Logistics where we had a +60 Net Promoter Score. This is considered elite for any service-related market!”
– Darrell Hardidge, Saguity
Clique November 2023 Survey Results
98% of our customers are satisfied. By most business measurements this would be a great result. For us, satisfaction is average and we continue to be relentless in our approach for 10/10.
A Shift from Satisfaction to Appreciation
Our choice to focus on customer appreciation, rather than conventional customer satisfaction, is deliberate. In the fast-paced freight management industry, mere satisfaction often falls short.
Read our previous blog on the power of customer appreciation.
We are pleased to report that our NPS has consistently risen over the past five years. This is a result of our team’s collective commitment to providing not just satisfactory but genuinely appreciated service.
How We Compare
The average NPS score for service-based companies varies depending on the specific industry, but it typically falls between 30 and 50. A +60 score is well above this average, indicating that Clique Logistics is doing a much better job than most at keeping our customers happy.
Interpretation of 2023 Results
- Achieving a 62% customer loyalty rate is a testament to our unwavering commitment to delivering exceptional service. However, we never settle.
- We see the 96% satisfaction rate as a springboard for growth. By implementing strategic initiatives tailored to their specific needs, we are confident in cultivating even deeper relationships and transforming them into loyal brand champions.
- Our goal is to not only minimise the 2% detractor rate but to actively convert them into satisfied customers, propelling us towards a future where every interaction inspires advocacy.
- All these point to our high standards in maintaining our 9 9 Never Customer Support Promise. We provide certainty and security for your team and most importantly your customers and we free up time to spend on value creation activities.
This relentless pursuit of customer-centricity is the cornerstone of our long-term vision and the driving force behind our continued success.
Investing in a partnership that truly understands the measurable value of Customer Loyalty provides great benefits. Loyal customers translate to higher retention rates, increased spending, and long-term partnerships. Through great logistics, we aim to assist with your Customer Loyalty. What would be the cost of losing a customer due to poor delivery? The reverse effect can be achieved through great delivery.
“They actually get back to you pretty quickly and they always put a prompt up saying that they’re going to get back to you in ten minutes, and nine times out of ten, they do. If we have any problems, they generally fix things for us.”
“… they are quick to get back to me when I go to them with any issues, and they usually deal with the issues we have right up until the end when it is all sorted out. They usually respond to me within about three or four minutes which is very quick.”
“They are good to deal with and I don’t have any dramas and because I don’t have any dramas, I tend to stick with Clique and don’t use anyone else. They help with sorting out anything I need, and they are honest with their feedback on what can be done.”
“The communication is second to none; I like the updated information they give about time frames and they keep within those timeframes and get back to you when they say they will. I also like the consistency of staff…”
“Whenever we have any issues that we contact them about, they always come back to us about it, so we are never having to chase them up. Their follow-up is great and they are always the ones giving me the updates first, which is always a bonus for me.”
*All quotes in this document are from our November 2023 customer survey with Saguity.
