Membership KPI's

as at end December 2015

Overall Income

£3,943,000

Membership as at quarter end

  • Total Members:
    • Students
    • Women in Management
    • Institute of Consulting
    • Chartered Managers
  •  
  • 130,287
  • 21,612
  • 28,080
  • 4,757
  • 4,919

Customer Retention

  • CMI
  • IC
  •  
  • 89%
  • 80%

Customer Satisfaction

  • Membership Net Promoter Score
  • Chartered Manager Net Promoter Score
  • Membership satisfaction with customer service
  • Chartered Manager satisfaction with customer service
  •  
  • +47
  • +73
  • 87%
  • 96%
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Net Promoter is both a loyalty metric and a discipline for using customer feedback to fuel growth in your business. Developed by Satmetrix, Bain & Company and Fred Reichheld, the concept has been embraced by leading companies worldwide as the standard for measuring customer loyalty Promoter. Customers are asked to rate how likely they are to recommend that organisation on a 1-10 scale

So for example, if 60% of respondents scored 9 or 10, 15% scored 7 or 8 and 25% scored 0 to 6 the NPS calculation would be 60% - 25% = 35