WithersRavenel has reached a new milestone in client satisfaction: a Net Promoter Score (NPS) of 86, placing the firm firmly in the “Excellent” category for service delivery and client experience.
The NPS is a universally recognized metric used across industries to measure customer loyalty, based on the likelihood of clients recommending a company’s services. Scores range from -100 to 100, with anything above 70 considered “Excellent.” WithersRavenel has consistently scored in the mid to low 70s for the past six years, making this latest jump a noteworthy achievement.
NPS Rating Scale:
-100 = Needs Improvement
0–50 = Good
50–70 = Great
70+ = Excellent
In 2024, WithersRavenel achieved an impressive 50.1% client response rate, with satisfaction ratings of 97% or higher across all eight core categories: Accuracy, Budget, Helpfulness, Quality, Responsiveness, Schedule, Scope and Fees, and Value.
“It’s a testament to the care we put into every interaction, the culture we cultivate, and the people who make it all possible—our passionate team, dedicated partners, and incredible clients,” said Kristen Herndon, CPRE, Client Experience Coordinator at WithersRavenel. “I’m excited to be part of our amazing CX team and proud to be an employee-owner at WithersRavenel. Grateful, proud, and motivated to keep raising the bar.”
While the new NPS score is a significant benchmark, it’s just one indicator of the firm’s broader mission to deliver meaningful, lasting client partnerships. The feedback gathered informs internal training, process improvements, and new service innovations—all with the goal of enhancing the client experience.
For more information about WithersRavenel’s Client Experience initiatives, contact Don Mizelle, Practice Area Lead for Client Experience, at dmizelle@withersravenel.com.