The Pulse

For many years MYOB has been conducting half yearly surveys to measure and understand the satisfaction we provide clients such as you, our valued partner. This has provided excellent insights into your experience, particularly around what we are doing well and what we can improve. Needless to say, we have many engaged and frank clients, whose constructive feedback we appreciate.

More recently we reviewed our approach to understanding the satisfaction of clients across all our businesses and have decided to move to the recognised global methodology of NPS (Net Promoter Score). NPS seeks to measure and understand the drivers of client loyalty, a direct result of client satisfaction.

Traditionally client satisfaction surveys ask how satisfied you are, whereas NPS asks the question ‘On a scale of 0 -10, how likely is it that you would recommend our company to a friend or colleague’.  One of the keys to the success of NPS is to keep the survey very short. There is a plethora of research on this methodology and if you would like to know more I recommend http://www.netpromoter.com/np/calculate.jsp or alternatively just search Net Promoter Score.

Put simply the research and theory indicates that measuring your likelihood to recommend is a higher benchmark than the simple measurement of satisfaction. It is useful to know that you are satisfied (or not), but how do our interactions motivate you to want to recommend MYOB?

You may have recently received a survey including the NPS question. This survey was the last of our half-yearly surveys. Going forward we will be seeking to measure and understand the NPS at a transactional level – an interaction you have with MYOB – so we have current and more specific feedback on your satisfaction. This transaction may be a support query, a product update, a recent implementation, or a meeting with your Client Manager. However, rest assured you will not be contacted more frequently than once every 90 days.

A key driver of a client’s likelihood to recommend is their recent experiences and it can be the smallest or largest of interactions which influence this. Ultimately, our goal is to improve what we are delivering to you. Our short NPS surveys will allow you to provide input that will drive internal change.
In advance, we greatly appreciate you taking the time to provide us with the feedback required to ensure MYOB serves you better in the future. It’s going to be a fun journey and we look forward to you travelling it with us.

Adam Ferguson | General Manager – Accountants Division | MYOB