Our commitment to our customers is simple – at every opportunity we want to show that we’re there when you need us. One of the ways we measure our ability to deliver on this goal is by surveying our customer’s satisfaction with the workplace drug testing and collection services we provide. While we assess a variety of functional areas within our business like collection services, billing and IT systems, a key metric that brings it all together is the Net Promoter Score (NPS®). This score measures how likely current clients are to recommend our services to others, and as such, is considered a key indicator of a healthy business. NPS scores greater than 50% are considered excellent, and on our most recent survey, our NPS was the highest we have ever recorded – nearly 55%.
Over the past few years, we have placed special emphasis on improving how we support our clients. Here are some of the lessons we’ve learned along the way:
- Quick turnaround time for drug test results is a must
- Convenient, high quality collection services are critically important
- Being able to solve problems when they arise is key
- Having an expansive national support network helps programs run smoothly
- Industry leadership requires ongoing efforts to improve information, products, services and support
Several years ago when we introduced our we’re there when you need us commitment, we could have chosen to instead focus on helping to create safe workplaces, providing accurate test results or ensuring industry-leading collection services. And while all of these are noble pursuits that we certainly strive to attain, we believe that it’s our intentional, every day, relentless focus on being there when our client’s need us that’s made us an industry leader and a provider that our clients are increasingly willing to recommend to their colleagues and associates.
For more information about drug testing, visit our website.