Appletree Answering Service surveys their customers once per quarter using Net Promoter. A Net Promoter originated from the book “The Ultimate Question” by Fred Reichheld and is a tool for measuring success through customer feedback. Essentially, Appletree asks their customers one question based on the services they are provided, “Based on your experience in the last 90 days, how likely would you be to recommend Appletree?”
After seeing a 5% increase in responses in their 3rd quarter survey reminders, Appletree Answering Service decided to give incentive starting from their initial 4th quarter Net Promoter survey. For every response, Appletree agreed to donate $1 to the Ronald McDonald House. The incentive paid off, literally.
When the final results were tallied, Appletree Answering Service recorded an all time high with a 35% increase in responses. Though Appletree was pleased with their number of responses, they were even more excited about the donation they were able to make. On Monday December 19th, a few Appletree employees delivered the check in person to the Ronald McDonald House of Delaware, as seen below.
The Net Promoter survey is not only benefiting Appletree and it’s customers, but a different charity each quarter as well. The Ronald McDonald House is one of Appletree’s favorite charities, and will continue to make donations beyond the Net Promoter survey.
Stay tuned to see where Appletree will donate to for the first quarter of 2012!
We are very please with Appletree’s answering service they are very professional and reliable. We highly recommend them.
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