“What is unique about K2 is that it has retained its core values and beliefs from its youth as it has grown. Integrity, good people, thought leadership and excellent service come through from a client perspective.”
A comment from one of K2’s clients, made via the 2023 Client Survey
Our 2023 Client Survey produced a truly outstanding set of results. Completed by 100 clients, the survey returned a 99% satisfaction rate and a world-class Net Promoter Score (NPS®) of 80. 99% of respondents feel that K2 provides them with above average/complete support.
Delving deeper into the different elements which comprise the K2 support package, on average, respondents are 93% satisfied with the value for money that K2 provides, 97% satisfied with K2’s understanding of client needs, 98% satisfied with the general industry information which K2 provides, 99% satisfied with K2’s delivery on its promise of service excellence, and 100% satisfied with both K2’s Account Management Teams and K2’s communication with client Global Mobility Teams.
On behalf of the K2 Board,
Group Managing Director Jo Wakeham comments:
At K2, we always pride ourselves on doing whatever is necessary to provide the very best service. Our ethos is to consistently go as far and beyond as we can, in every interaction, to ensure the very best outcome for our clients and their relocating employees. Knowing that our survey was managed by IPSOS (an independent survey provider) gave the results added independence and therefore the highest credibility, and whilst we are extremely proud of all the survey results, receiving a Net Promoter Score® (NPS®; the official indicator of customer loyalty) of 80, which is officially rated as world-class, was truly special, exceeding even our greatest of expectations.
Thank you to every K2 client around the world. We very much appreciate your support and partnership and look forward to working with you for months and years to come.
An Independent Survey Provider
We chose to partner with IPSOS, an independent survey provider, in order to ensure that our survey results could withstand all scrutiny. Throughout the survey process, IPSOS had control of all data submitted: we had no access to any data until the survey closed and IPSOS presented us with the results. In addition, through our partnership with IPSOS, we were able to recalculate our Net Promoter Score®
Net Promoter Score® (NPS)
Net Promoter Score® (NPS®) measures customers’ loyalty by asking them how likely they are to recommend that brand to a colleague or a friend. Answers to the question are plotted on a scale of 0 – 10, with respondents falling into the following three groups:
NPS Promoters, respondents who answer the question with a 9 or a 10. These are loyal customers who are likely to spread the word about your brand, bringing in new business.
NPS Passives, respondents who answer the question with a 7 or an 8. These are customers who aren’t invested in your brand; whilst they could become Promoters, they could also jump ship and become advocates for one of your competitors.
NPS Detractors, respondents who answer the question with a 0 through to a 6. These are dissatisfied customers who you are at risk of losing and who may warn potential customers off your brand.
We achieved a Net Promoter Score® of 80, which is officially rated as world-class. For context, the NPS® scale runs from -100 to +100, with above 0 being rated as good, above 20 as favourable, above 50 as excellent, and above 80 as world-class. Through our previous client survey, carried out in 2021, we achieved an NPS® of 62, so this year’s figure represents a significant improvement on an already excellent score.
Continuous Improvement
At K2, we continually focus on improving every aspect of the services that we provide. Whilst we were very pleased to learn that 63% of our clients feel there is nothing we could improve upon, we have taken on board the suggestions which were made and the ideas that were put forward. We are aware that even very small adaptations can make a big difference to a client’s experience, and therefore we are committed to responding to each and every request.
