Clients of MinsterFB review our full Amazon service each year and, well, this is embarassing… The results of our latest client survey are in, and we are thoroughly delighted to have achieved a perfect 100% Net Promoter Score!
To reassure any of you muttering ‘cheat’, this question was answered by representatives of 67% of our current clients. We have nudged and nudged the remaining third of clients, some of whom completed much of the survey but bailed before this killer question. Next year we will re-pioritise it in the flow of the questionnaire!
To step back a moment, each year we ask our customers for feedback on our Amazon service. Each client contact indicates which of our services they have personally experienced. They then rate our performance against a series of questions. In addition, there are free text spaces. These allow our clients to highlight particular strengths and improvers so we can further delight them next year. We take these seriously and try to deliver service improvements on this basis.
Net promoter Score
The Net Promoter Score is calculated from answers to the question ‘How likely would you be to recommend MinsterFB to another business?’.
It is calculated like this:
NPS = % of promoters – % of Detractors
Promoters are those who scored us 9 or 10 for ‘How likely would you be to recommend MinsterFB to another business. Detractors are those who scored us 6 or less.
Every client gave us a 9 or a 10
So our Net Promoter Score is 100%, an increase on the 89% we scored last year. Both fall in the ‘Exceptional‘ range as described by Jotform.
We’ve also looked at how this compares with benchmarks for similar businesses. According to the latest published data from CustomerGauge, the median NPS for Professional Services businesses is 44% and the top decile begins at 69%.
Score improvements
Our clients rate us for each part of our Building Blocks process to ensure that the full service we provide is delivered to a consistently high standard. There are also a number of overarching questions about our clients overall experience of working with us. This year each and every one showed improvement year over year.
Following each survey the team at MinsterFB review the scores and commentary carefully and plan improvements to our service. After the 2025 survey we made the following improvements:
- Launch of Amazon Insider newsletter for our clients, enabling us to share news in a more timely fashion, with a tailored New News section in monthly reviews
- More Insight Session webinars on international Amazon markets, providing greater insight into the opportunities and challenges
- Improved Amazon Marketing Cloud (AMC) reporting enabling us to demonstrate the way that Sponsored Ads and DSP investments are interacting
- More stretch proposals included in Advertising Proposals to show what is possible
- Inclusion of the Promotional Forward Plan in each monthly review
Of course, none of these scores are perfect. We are grateful to our clients for taking the time to provide constructive feedback that gives us the direction for our future improvement
What do people say about MinsterFB?
Last but not least, here are some of the lovely things our clients said about us in this year’s survey. Thank you again to all all our clients, without whom none of this would be possible.
- Content – New product setup is completed with accuracy and consistency in line with our brand image
- Listings – The team always provides excellent support & ideas on how we can improve
- Operations – Helped us dodge a bullet with goldlist and very much appreciate the support and work that went on in this regard
- Promotions – In a word, excellent!
- Advertising – Very impressed with all advertising contacts we’ve spoken to
- Data, Dashboard and Reporting – Value and support from the team very helpful
- Overall – Minster are a fantastic partner to work with, often feeling like an extension of our team
Review Previous years’ feedback on MinsterFB
To see how we’ve consistently tried to respond to feedback and elevate our service, please look at our previous years’ surveys: