Customer service is the cornerstone of the Northpoint value proposition. Superior communication, knowledgeable people, speed in execution, and robust systems are how the company positions itself in the market.
To assess the satisfaction of Northpoint Commercial Finance dealers, a short survey is sent yearly to active customers across all represented industries throughout North America. The most recent customer satisfaction survey was deployed in November 2024.
“We use the Customer Satisfaction survey results and feedback to identify areas for improvement of our products, services, and customer experience by analyzing all feedback from customers,” said Northpoint Director of Marketing Jill Howell. “The customer satisfaction results are also used to calculate our yearly Net Promoter Score (NPS) which is an index ranging from -100 to 100 that measures the willingness of customers to recommend a company’s products or services to others (Medallia).”
According to survey results, Northpoint’s 2024 Net Promoter Score (NPS) is 82, a score that is considered “best in class” and well above the competition. Northpoint’s ‘Best In Class’ NPS score compared against a few iconic brands’ most recent NPS scores: Tesla NPS 97; Starbucks NPS 77; Amazon NPS 73; USAA NPS 75; Apple NPS 61; and Chick Fil A NPS 56.
“We appreciate our customers taking the time to respond to the survey, and for the positive feedback as we continue to work diligently to provide the best experience possible in our field,” said Howell.
