We value the opinion of our owners and tenants, and we are constantly looking at ways to improve our services.
That is why at Oxygen, we use a methodology called Net Promoter Score (NPS) to survey a sample of our owners and tenants every month to find out just how we’re doing.
The Net Promoter (NPS) score is calculated based on responses to a single question:
“How likely would you be to recommend Oxygen Property Management to a friend or colleague?”
Responses are then grouped into the following three groups:
- Our Promoters (score 9-10) are loyal enthusiasts who will keep buying and referring their friends or family, fueling growth.
- Passives (score 7-8) are satisfied but unenthusiastic customers who are vulnerable to competitive offerings.
- Detractors (score 0-6) are unhappy customers who can damage your brand and impede growth through negative word-of-mouth
Subtracting the percentage of Detractors from the percentage of Promoters lets us know our Net Promoter Score, which can range from a very low score of -100 (if every customer is a Detractor) to a high of +100 (if every customer is a Promoter).
Benchmarking
Our most recent survey for May awarded us a combined score of +30 across tenants and owners. The average score for the property management industry in New Zealand is -15. (Source: Perceptive’s 2020 NPS® Industry Benchmarks Report).
Giving Back
Did you know that for every survey that is completed by a tenant or an owner, we donate $5.00 to one of four charities which means so far we have donated:
$1,610 to Child Cancer Foundation $685 to HUHANZ $1,250 to Mental Health Foundation of New Zealand $1,120 to Women's Refuge New Zealand
Want to give us more feedback? No worries! If you have any concerns or complaints, please email [email protected] at any time.
