Press Releases

Real Estate Software Company, BoomTown, Promotes Transparency with Release of Client Loyalty Survey

CHARLESTON, SOUTH CAROLINA – December 20, 2011 –– BoomTown, LLC, a leading real estate technology company, released impressive client loyalty survey results today. Using the Net Promoter® scoring system, BoomTown received a score of 74, which is 44 points higher than the consumer software industry standard of 30. This score places BoomTown among leading technology companies such as Apple and Amazon. Apple received a score of 72 and Amazon a score of 70, according to Satmetrix in its 2011 Net Promoter® Benchmark Study of U.S. Consumers.

“It’s great to see such strong results!” said Rivers Pearce, Director of Client Success at BoomTown. “Our clients are the heart of our business and we now have an indicator that affirms that our increased focus on customer care is working. We want our clients to be successful and make it our priority to deliver the best customer service in the real estate software industry.”

As outlined by the Net Promoter® website, the scoring system is both a loyalty metric and a discipline for using customer feedback to fuel profitable growth in your business. The Net Promoter Score, or NPS®, is a straightforward metric that holds companies and employees accountable for how they treat customers. Customers respond on a 0-to-10 point rating scale and are categorized as follows:

  • Promoters (score 9-10) are loyal enthusiasts who will keep buying and refer others, 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.

The Net Promoter Score (NPS) is calculated by taking the percentage of customers who are Promoters and subtracted the percentage who are Detractors. The Net Promoter® survey also provided valuable client feedback and insight that BoomTown will use when mapping their goals for 2012.

“The testimonials and suggestions from our clients fuel our business,” said Grier Allen, BoomTown CEO. “As we grow, our focus on client-centric operations becomes more and more vital to our success.”