BUILD-TO-RENT Single Family Housing (BTR SFH) specialist, Wise Living, has reported a record Net Promoter Score (NPS) of +81 in 2022, according to its recent NPS survey data analysis.
NPS can be anywhere between -100 and +100, and according to the creators of the NPS metric, Bain & Company, a score greater than 0 is considered good, greater than 25 is favourable, more than 50 is excellent and above 80 is world class.
Wise Living’s exceptional NPS score was calculated in response to the following question asked to its BTR SFH tenants, seven days after their move in date: ‘How likely are you to recommend Wise Living to family, a friend, or colleague?’. In 2021, an overall NPS of +47 was achieved to this question and this figure has since increased to an impressive NPS of +81 in 2022.
The excellent score and significant uplift achieved by Wise Living is testament to its ongoing and ever improving customer experience ethos, according to Anne Malone, head of customer experience at Wise Living.
Anne said: “To achieve such a high NPS score is rare, and we know it means that our tenants are very happy. To put this into perspective, retailer John Lewis reported its highest ever NPS as +70.
As a full service BTR SFH specialist, we understand the importance of quality at every stage and strive to prioritise the tenant experience throughout. It all starts with identifying the best sites and from there we ensure that the homes are developed to meet renter requirements by partnering with the right property investors and developers. Once we have homes that we know tenants will love, the work doesn’t stop there.
“Wise Living takes great pride in making the move-in experience seamless and we are on-hand throughout the process, which makes a big difference. We not only then go on to maintain and manage all properties, ensuring all tenants have a great place to live, but also place strong emphasis on creating communities. From our regular communal events, to being a pet-friendly landlord and supporting tenants quickly if they experience any issues – this all adds up to the bigger picture of how people feel about their home and living experience.
“Over the past year, we have worked hard to keep improving standards and this is reflected in the scoring. The NPS survey data also shows a strong uplift in responses reporting satisfaction to the same question when asked nine-months post move-in, which we are incredibly proud of.”
To find out more about Wise Living, visit www.wiselivinghomes.co.uk/
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