Crawford & Company
In their words
“Ian¹ ~85% Reduction in time to onboard and deploy adjusters (1) Impact expected to be recognized in Q4 2022 Net Promoter Score NPS remains at a healthy level of 47 Actively looking for opportunities to improve our score Added $24.5 million in…”
“Solutions 22% of total revenues Revenue $124.0M Operating Earnings $7.1M Revenue $64.3M Operating Earnings $11.0M Net Promoter Score Increased overall score to 49, up three points from Q2 Referenced as part of our standard operations to further…”
“Capital Allocation | External Factors | Segment Highlights | New Business Momentum | Financial Results | Conclusion Net Promoter Score Improved overall score to 46, increasing 1 point from the prior quarter Referenced as part of our standard operations…”
Disclosed NPS over time
Every Net Promoter Score Crawford & Company has published, by date.
NPS disclosures (16)
…total Q1 revenues Q1 Revenues $91.9M Q1 OE¹ $3.0M Q1 Revenues $81.2M Q1 OE¹ $7.9M Q1 Revenues $62.8M Q1 OE¹ $10.0M Net Promoter Score NPS remains at a healthy level of 47 Actively looking for opportunities to improve our score Added $36.3 million in…
…FY22 Revenues $357.5M FY22 OE¹ $(13.3M) FY22 Revenues $313.6M FY22 OE¹ $27.0M FY22 Revenues $243.7M FY22 OE¹ $35.7M Net Promoter Score NPS remains at a healthy level of 45 Actively looking for opportunities to improve our score Added $35.6 million in…
…Ian¹ ~85% Reduction in time to onboard and deploy adjusters (1) Impact expected to be recognized in Q4 2022 Net Promoter Score NPS remains at a healthy level of 47 Actively looking for opportunities to improve our score Added $24.5 million in…
…of total Q2 revenues Q2 Revenues $93.7M Q2 OE $(0.7M) Q2 Revenues $80.1M Q2 OE $7.7M Q2 Revenues $53.7M Q2 OE $4.6M Net Promoter Score NPS remains at a healthy level of 48 Actively looking for opportunities to improve our score Added $23.3 million in…
…Q1 Revenues $89.3M Q1 OE $(3.1M) Q1 Revenues $76.5M Q1 OE $6.4M Q1 Revenues $48.9M Q1 OE $8.0M Net Promoter Score Increased overall score to 52, up 1 point from Q4 2021 and 7 points from Q1 2021 Referenced as part of our standard operations to…
Enhance Customer Loyalty 7.5% Average Indemnity Savings $ 300 Average Per Claim Savings NPS Managed Repair 87 32 32 • Reimagining and simplifying the historically complex claims process through digital solutions •
…FY OE $36.3M FY OM 15.9% FY OE $17.6M FY OM 4.4% “OE” refers to Operating Earnings “OM” refers to Operating Margin Net Promoter Score Increased overall score to 51, up three points from Q3 and six points from 2020 Referenced as part of our standard…
…Solutions 22% of total revenues Revenue $124.0M Operating Earnings $7.1M Revenue $64.3M Operating Earnings $11.0M Net Promoter Score Increased overall score to 49, up three points from Q2 Referenced as part of our standard operations to further…
Enhance Customer Loyalty 7.5% Average Indemnity Savings $ 300 Average Per Claim Savings NPS Managed Repair 87 19 Summary Speed – Quality – Accuracy – Exceptional Customer Experiences The largest managed repair network in the U.S., driving increased…
Enhance Customer Loyalty 7.5% Average Indemnity Savings $ 300 Average Per Claim Savings NPS Managed Repair 87 20 Summary Speed – Quality – Accuracy – Exceptional Customer Experiences The largest managed repair network in the U.S., driving increased…
…Capital Allocation | External Factors | Segment Highlights | New Business Momentum | Financial Results | Conclusion Net Promoter Score Improved overall score to 46, increasing 1 point from the prior quarter Referenced as part of our standard operations…
…new or enhanced client programs Demonstrating brand strength and differentiation through new and enhanced business Net Promoter Score Surveyed nearly 70% of top clients, with an overall score of 42 Signifies a high level of customer satisfaction (1)…
…Business Momentum Continued RFP activity, winning $23.6 million of new business Sales Pipeline Net Promoter Score Collected 238 NPS scores, marking the record for a single quarter, with an overall score of 40 New and Renewal Business Activity TPA saw…
…Our Net Promoter Score reached 47 this year which validates the quality service and value we are providing to our customers 7 Disciplined Capital Allocation •
…contractors Indemnity management averaging 7% estimate accuracy reduction Proven LAE savings and reduced cycle times Proven customer satisfaction – NPS of 88%; customer satisfaction 9.3 (10 point scale) Contractor Connection 400+ executive general…
…contractors Indemnity management averaging 7% estimate accuracy reduction Proven LAE savings and reduced cycle times Proven customer satisfaction – NPS of 88%; customer satisfaction 9.3 (10 point scale) Global Technical Services (GTS) 400+ executive…
Retention disclosures (5)
Retention rate: 98% — “98% client retention rate with significant pipeline of future sales opportunities”
Retention rate (Broadspire): 99.6% (Q1 2009) — “99.6% client retention rate for 2009 1 quarter”
Retention rate (Broadspire): 90% (FY2008) — “our client retention rate in our Broadspire segment on existing business remains high at approximately 90%”
Retention rate (Broadspire): 93% (Q4 2008) — “93% client retention rate”
Retention rate (Broadspire): 93% (2008 (9 months ended September 30)) — “Client retention rate 93%+”
Lighthouse companies in Business services
About these figures
Every figure here was publicly disclosed by the named company: press releases, annual reports, SEC filings, earnings calls and news coverage. Companies tend to publish their NPS when it is good, so these numbers run higher than a true industry average: read them as what leading companies in this vertical say publicly, not as an industry benchmark.
NPS runs from −100 to +100. Retention figures are reported as the company defines them (net revenue retention, gross revenue retention, customer retention rate, churn). Every entry links to its source in the full database.