FBMC Benefits Management, Inc. is on the journey to performance excellence. FBMC aimed for a high Net Promoter Score to measure customer satisfaction. To do this, clients were surveyed throughout the 2019 year. At the end of 2019, FBMC’s cumulated score was an impressive 86% customer satisfaction rating.
In order to calculate the Net Promoter Score, clients of FBMC were asked, “On a scale from 0-10, how likely are you to refer a friend?” The replies were then calculated using the formula of % promoters – % detractors to find the overall score. Promoters are a score of either nine or ten, neutral is between eight and seven, and a detractor is anything below a six. The majority of FBMC clientele scored services between nine and ten.
To accomplish these high ratings, a company-wide goal was instituted. Every department from communications to customer service was especially attuned to customer’s satisfaction. FBMC has always been a proponent of protecting its clients, but with the Net Promoter Score at stake, everyone pulled out all the stops to make sure customers felt heard and had a great experience.
“When we focus on our customers and our vision to be the leader in service and innovation, we achieve our mission of delivering provable quality results,” said FBMC Human Resources Manager, Monique Akanbi.
The company wide goal amplified FBMC’s commitment to provable quality. As it stands, FBMC plans to outdo their last score.
About FBMC Benefits Management, Inc.
FBMC Benefits Management, Inc. (FBMC) provides employee benefits consulting, brokerage and management services, and helps employers solve problems to meet the ever-changing needs of their growing workforce. Our independent methodology has provided protection for our clients for more than 40 years. FBMC provides outstanding consulting and brokerage, award-winning communications, education and engagement services, enrollment management, administration, and compliance. FBMC bridges benefit gaps for employers and provides peace of mind for employees. FBMC is headquartered in Tallahassee, Florida, and provides benefits management services throughout the continental United States.
For more information about FBMC, visit www.fbmc.com.