When your clients are not just happy but singing your praises to others, you know you’re doing something right.

At Crown CFO, we’re lucky to receive strong referrals from our existing clients to new prospects. But we wouldn’t be CFOs if we weren’t interested in the numbers behind it all, so we engaged in a Net Promoter Score (NPS) evaluation to see exactly where we stood. 

The results are in: Crown CFO earned an NPS of 94. The potential score range is -100 to 100, and a score over 70 is generally considered exceptional.

For reference, the average NPS in the accounting industry is 39, and the average for B2B consulting firms is 69. Needless to say, we’re thrilled with our score because it validates the work we put into our clients’ experience. 

Bringing a client-first approach to Fractional CFO services

To deliver services that make our clients eager to spread the word about us, we focus on two things:

• Recruiting CFOs who have exceptional talent, a client-first mentality and a strong desire to help. Our clients have a wide range of challenges, and we only bring on CFOs who truly want to become a part of our clients’ businesses. 
• Matching the right CFO with the right client to start a strong, long-lasting relationship. We take into account the CFO’s background, their experience and their chemistry with the CEO. If we don’t think it’s a good fit, we refer the potential client to another firm we’re friendly with that might work better. 

The work we put in on the front end of our relationships is what led to NPS survey feedback like:

• “I have recommended Crown to numerous small business owners. I recommend Crown because of the straightforward, no-nonsense advice and direction I’ve received.”
• “They have streamlined and advanced our organization. Very happy with their services.”
• “It makes it affordable to have a forward-thinking person, and the collaboration with other CFOs in Crown is great.”

Understanding NPS scores

The NPS is a metric used to measure customer experience and loyalty. Companies across industries use it to gauge how they’re doing with their customers. 

The NPS asks a simple question of a company’s customers: How likely are you to recommend this company to a friend or colleague? They respond on a scale of 0 (not at all likely) to 10 (extremely likely). 

Based on the rating, a respondent is categorized as a Promoter, Passive or Detractor. The NPS score is calculated by subtracting the percentage of Detractors from the percentage of Promoters. 

 We were happy to see that our only rating that wasn’t a 10 was an 8. The respondent commented that it was only because they were afraid their Fractional CFO would get “spread too thin” if they gave a higher score.

The client didn’t need to worry about an overwhelmed CFO though — we ensure each Fractional CFO has just three to four clients so they can give the appropriate focus to each one. That’s why we’re always expanding our offering of financial expertise across industries by seeking out the best financial leaders Kansas City has to offer. 

Bringing out clients true value is our ultimate goal

This NPS result tells us we’re doing a great job so far, but we’ll never stop striving to maintain our high standards for client service. What drives us is delivering real value for our clients — our cost should pale in comparison to the results we help them achieve. 

If you’re in Kansas City and looking for strategic guidance from an experienced financial leader, contact Kerry George at [email protected]. We’ll work with you to find just the right trusted, expert Fractional CFO for your unique business.