MFA Asset Management has partnered with a 3rd party satisfaction survey firm in order to gather crucial input directly from our clients to help us gauge how well we are meeting their needs. The results are highly valued as the feedback directly impacts the decisions we make as a Firm.
We utilize an NPS-metric to get a clear measurement of our performance through our clients’ eyes. As part of our ongoing commitment to client service, we have dedicated a client satisfaction team within our Firm. This team's sole purpose is to review all client feedback, benchmark it against past, current and future data, and develop a strategic roadmap for continually reinforcing a culture of exceptional client service. The team is currently working on the development of initiatives to address the concerns we heard in our most recent survey.
Net Promoter Score (NPS) is a customer loyalty metric that is based on one simple question — how likely is it that you would recommend [our Firm] to a friend or colleague? Clients respond on a 0-to-10 point rating scale and are categorized as follows:
64% of respondents rated us a 9 or 10
20% of respondents rated us a 7 or 8
16% of respondents rated us a 0-to-6