As every year, BfB Oil Research conducts a customer satisfaction survey based on the NPS method. The results of the latest survey are very encouraging. BFB’s NPS is 63 for an average of 8.7/10.

NPS method used by BfB

NPS stands for Net Promoter Score. This is an index that measures customer satisfaction by asking a single question ” How likely is it that you would recommend BfB Oil Research to a friend or colleague?” The respondent should rate this probability by giving a score of 0 (not at all likely) to 10 (very likely).
According to the rating given by the client, the latter is classified in one of the following 3 categories:
– Promoters (Score of 9 or 10)
– Liabilities (7 or 8)
– Detractors (0-6)
The Net Promoter Score itself is then calculated as follows: NPS = % of Promoters – % of Detractors
Thus, we obtain a score of -100 to +100.
A NPS considered good, must be positive. If the score is 50 or more, the level of customer satisfaction is considered very good!

BfB’s survey results : NPS 63

Of all our customers, more than 70 responded to the 2020 NPS survey launched in early 2021. The score obtained is 63, for an average of scores of 8.7/10. This result and the positive feedback from our customers, combined with these ratings, are very encouraging. We note a very good increase in this score (more than 50%) compared to previous years.

Following this survey, all the results and comments are studied by our teams. It’s important for us to take into account the various comments to implement continuous improvement actions. The quality of our services and the satisfaction of our customers have always been at the heart of our concerns.

We would like to thank all of our clients for taking the time to participate in our annual satisfaction survey and for their confidence in us year after year.

 Below are some clients comments from the survey …

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