BelleVie Net Promoter Score of 95%
Every year, we send a survey to the people we support and their families to give them a chance to tell us what we’re doing well, and where we could do better. We received some heart-warming feedback from both the people we support and their families, which not only tells us that people are happy with the support we provide, but also shows that we truly are making a difference in the lives of others.
“Peace of mind that Mum and Dad will get the care they need, any problems are always raised quickly. Reliable and lovely people. Every member of the team is amazing. I know I can always get hold of someone and all messages are responded to quickly.”
Family of a person we support in Oxfordshire
“BelleVie’s caring and support has increased my confidence. BelleVie has helped me to undertake my day to day living in a more positive manner. Would happily recommend to others.”
Person we support in Northumberland
Most used words in the BelleVie survey
Our Net Promoter Score
Each year, we also ask people to give us a score of up to 100, representing how likely they are to recommend us. We then use this feedback to calculate our Net Promoter Score (NPS). This year we’re excited to announce that we achieved an amazing 95%! Two years ago, our NPS was 64% and it shot up last year to a whopping 94%. A second year with an outstandingly high score shows that we are consistently providing a service that people truly value.
So, what does this mean exactly? To put this in context, John Lewis has an NPS of 68%, and Amazon 51%. The average in health care is only 58%. Very few companies ever achieve an NPS in the 90s.
Our high NPS reflects not just the high level of effort our Wellbeing Support Workers put in, but the way in which they work. People put BelleVie in the box of “home care services”, but actually, what we really do is build trusted relationships. And they do it brilliantly. Making a real difference to people’s lives.
Our amazing Wellbeing Support Workers
If our NPS wasn’t enough proof that our Wellbeing Support Workers do an amazing job, we also asked people to give a score from 1 to 6 for a set of questions about the support they provide. The average score was 5.6 / 6, with the question “Do you find the support to be consistent and reliable?” getting the highest score at 5.8.
At BelleVie, we work in Teams, rather than being lone care workers. Undoubtably it’s the commitment of our Teams that is behind this high score.
One thing that separates us from our competitors is that we don’t watch the clock. Our Wellbeing Support Workers go above and beyond to build trusted relationships with the people they care for. This value really shines through in the 5.7 / 6 score to the question “Have our Wellbeing Support Workers taken the time to really get to know your loved one and understand what matters to them?”.
Even the lowest score for “Are our Wellbeing Support Workers creative in helping your loved one to have more good days?” was still very high at 5.3 / 6. Now covid has less of an impact on our ability to connect our people with their communities, this is definitely something that can be improved upon.
