|
At TLP, we believe the best measure of our service comes from the people who use it every day. That’s why we regularly ask our clients for their feedback.
|
|
Our latest results are in, and we’re delighted to share that TLP achieved a Net Promoter Score of 89.
|
|
What is NPS, and why does it matter?
|
|
Net Promoter Score (NPS) is one of the most widely used measures of customer satisfaction and loyalty. Clients are asked to rate how likely they are to recommend a business. Any NPS above 70 is considered world-class. A score of 89 means the overwhelming majority of our clients would actively recommend TLP to others, and that’s something our whole team is incredibly proud of.
|
|
Looking beyond the number
|
|
We received fewer responses this time, which is understandable given the time of year, so each individual response carried more weight in the overall score. But the message from the feedback was clear: our clients value the service, support and expertise they receive from TLP.
|
|
For us, NPS has never been about chasing a number. Every comment we receive is read, shared with the relevant team, and used to shape how we work. Positive feedback tells us what we should keep doing. Constructive feedback shows us where we can do better. Both are equally valuable.
|
|
The teams behind the score
|
|
A great NPS result doesn’t happen by accident. It’s the product of the people our clients work with every day.
|
|
From the moment a client joins us, our Onboarding team works to make the transition as seamless as possible, helping them get set up correctly and confidently. Our Customer Success team continues that relationship, working alongside each client to understand their business, help them get the most from our services and identify where we can support them further. And our Client Accounts team work behind the scenes every day to make sure the financial side of each business is processed accurately, efficiently and compliantly.
|
|
These teams are at the heart of the service we provide, and client feedback is one of the most meaningful ways we can recognise their dedication.
|
| |
“NPS isn’t just a number. It reflects the relationships we build with our clients and shows us where we can do better. Whether your feedback celebrates something we’re doing well or highlights an area to improve, we listen, we learn, and we act on it. Thank you to everyone who took the time to share their experience.”
Customer Success Team · The Letting Partnership
|
|
|
|
Congratulations to our prize draw winner
|
|
As a thank you for taking part, every client who completes our NPS survey is entered into our prize draw. This time, our winner is Jackson-Stops! Congratulations, your £100 Amazon voucher is on its way.
|
|
Thank you to every client who took the time to share their feedback. Your insight helps us keep raising the bar, and we’re grateful for the trust you place in TLP.
|
|
If you’re not yet working with us and would like to find out how TLP could support your lettings business, get in touch with our team. We’d love to show you what our clients are talking about. 💙
|
|
