Commitment to Our Clients

Chapman Kelly uses the Net Promoter Score to measure the quality of service that our customers receive, as well as their loyalty to our company. Customers respond on a 0-to-10 point rating scale and results are categorized as follows:

• Promoters (score 9-10) are loyal enthusiasts who will keep buying and refer others, fueling growth.
• Passives (score 7-8) are satisfied but unenthusiastic customers who are vulnerable to competitive offerings.
• Detractors (score 0-6) are unhappy customers who can damage your brand and impede growth through negative word-of-mouth.

A company's Net Promoter Score (NPS) is calculated as follows: Take the percentage of customers who are Promoters and subtract the percentage who are Detractors.

Chapman Kelly received an NPS score of 90% in our most recent quarterly survey. Chapman Kelly's score exceeds the score of some of the most highly revered companies in the nation. For comparison, here is the score of some of the nation’s most admired companies:

Apple – 79%

Barnes & Noble – 74%

Google – 73%

Amazon.com – 73%

FedEx – 56%