Last year Ski ‘N See sent out customer satisfaction surveys following online ski rental reservations. We always strive to offer the best customer service experience in town and want to thank everyone who takes the time to tell us what we are doing right as well as what might need improving.
Out of the more than 1,100 respondents so far this season, Ski ‘N See’s Customer Return Score is at 93% — putting us well above our Utah competition based on numbers some have provided in the past. We calculated the Customer Return Score (CRS) following similar guidelines as Satmetrix Systems’ Net Promoter Score (NPS), which is based on customers responding that they would use a company’s services again and would recommend them to a friend or colleague.
Our CRS is calculated from the survey question, “If you ski in Utah again, how likely is it you would come back to Ski ‘N See?” 93% are likely to return, 6% are not likely to return, and one-percent did not respond or marked the question as not-applicable, because they would not likely be skiing in Utah again.
While studies show that a NPS at 50% – 80% is desirable, and while we are very proud of our 93% CRS, we will continue to do all we can to make the remaining 6% shrink every year.