Bristol firm smashes international benchmark for customer service

Mark Hooper (left), Craig Davidge (centre), and Andy Cooper (right).

Mark Hooper (left), Craig Davidge (centre), and Andy Cooper (right).

Recruitment specialists Rosemont are celebrating after exceeding an international benchmark for customer service.

Rosemont’s ‘Net Promoter Score’, one of the most popular customer service metrics used by organisations worldwide, now sits at over 75%.

The figure is calculated quarterly via customer feedback and gauges loyalty and satisfaction.

It was established in 2003 by Harvard professor Fred Reichheld and is commonly used by corporates worldwide.

Managing Director Craig Davidge comments: “The current ‘excellent’ Net Promoter Score for our industry is set at 50 so we are thrilled to be significantly exceeding this number.

“It’s not a scoring system that smaller companies tend to use but, as a people business, customer service is key which is why we introduced it as a regular measure of how we are performing.”

Bristol-based Rosemont was established in 2012 and specialises in construction, architecture and consulting engineering. The company has doubled in size in the past 12 months as its client portfolio grows.