College Hunks customer satisfaction score beats Costco, Nordstrom and Amazon

Posted Apr 18th, 2017

College Hunks Hauling Junk and Moving franchise Net Promoter Score shows how much customers trust and respect the brand and franchisees

Chart showing College Hunks Hauling Junk and Moving with Net Promoter Score of 79, higher than Costco, Apple, amazon and Nordstrom.

College Hunks Hauling Junk and Moving’s brand motto is “Move the World.” Judging by our high Net Promoter Score, we do that extremely well.

At College Hunks Hauling Junk and Moving, we’re devoted to creating a great customer experience. We take pride in exceeding the high expectations people have of our moving franchise. We work with a company called Listen360 to keep close tabs on customer satisfaction. One of the key measures that we track is called the Net Promoter Score — a widely respected customer loyalty metric that gauges just how willing a customer is to recommend a product or service.

For the past six months, College Hunks’ Net Promoter Score was 79, according to Listen360 — and it’s been rising. A year ago, the score was 78. These are extraordinary numbers for any brand, and especially noteworthy for a moving franchise.

When Omar Soliman and Nick Friedman first opened College Hunks Hauling Junk and Moving, their goal was to take the stress out of hauling junk and moving and become the people customers could trust and recommend to friends and family. We have obviously succeeded, because our Net Promoter Score isn’t just high for the moving industry, it’s higher than the scores reported for renowned brands like Costco (78), Nordstrom (75), Apple (70) and Amazon (69) — brands that have become iconic thanks to their white glove service and commitment to customer experience.

What does a high NPS mean for a College Hunks Hauling Junk and Moving franchise owner?

The College Hunks Hauling Junk and Moving franchise system is built with a customer service mindset. Every day we ask ourselves how we can put customers at ease and treat them with respect. The Net Promoter Score shows that we are serving customers well, and are building and upholding a reputation for excellence, which helps our franchisees build a successful business.

“One of our 4 Core Values is “Listen Fulfill and Delight”, and our world-class Client Net Promoter Score is just one way of affirming this value,” says President and Co-Founder Nick Friedman. “As an experiential service, we are honored and humbled to be listed among some of the most iconic brands in the world. Trust and Care are paramount aspects of our brand promise, and our franchise owners, team members, and clients all believe in continuing to elevate our client experience as we build our own iconic service brand together.”

How is a Net Promoter Score calculated?

The NPS survey starts with one simple but very powerful question: “On a scale of zero to 10, how likely are you to refer someone to College Hunks Hauling Junk and Moving?”

The NPS number is calculated by surveying customers and asking them to rate a company on a 1-to-10 scale. 9s and 10s are considered promoters; 7s and 8s are neutral; 6 and below are detractors. The final NPS number comes from adding 1 for each promoter and subtracting 1 for each detractor, averaging that out across 100 customers.

Therefore, if 80 people are +1, 10 are neutral, and 10 are -1, your NPS Score would be 70, which would put you in same league as consistently highly rated companies such as Nordstrom, Costco and Amazon.

A positive NPS score is usually seen as an effective predictor of customer satisfaction in the future, and it gives customers confidence and trust in a brand, which in turn helps our franchises attract new and repeat business. When a person recommends a service, they’re essentially attaching their name to it. They’re vouching for its authenticity.

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