Wise Living reports record NPS score

Wise Living reports a record Net Promoter Score (NPS) following its recent survey data analysis, which is considered as world class.

Wise Living's survey results are considered 'world class', following its recent NPS survey data analysis | BTR News
Wise Living's survey results are considered 'world class', following its recent NPS survey data analysis.

Build to Rent single-family housing (SFH) specialist, Wise Living reports a record Net Promoter Score (NPS) of +81 in 2022, according to its recent NPS survey data analysis.

NPS ranges between -100 and +100. According to Bain & Company, the creators of the NPS metric, a score greater than 0 is considered good, greater than 25 is favourable, over 50 is excellent and above 80 is world class.

Wise Living’s NPS score was calculated in response to the following question asked to residents seven days after their move in date: How likely are you to recommend Wise Living to family, a friend or colleague? In 2021, when answering this question, an overall NPS of +47 was achieved and this figure has since increased to +81 in 2022.

The excellent score and significant uplift achieved by Wise Living is testament to its ongoing and ever improving customer experience ethos, according to Wise Living’s Head of Customer Experience.

 “To achieve such a high NPS score is rare, and we know it means that our tenants are very happy. To put this into perspective, retailer John Lewis reported its highest ever NPS as +70.

“As a full service BTR SFH specialist, we understand the importance of quality at every stage and strive to prioritise the tenant experience throughout. It all starts with identifying the best sites and from there we ensure that the homes are developed to meet renter requirements by partnering with the right property investors and developers. Once we have homes that we know tenants will love, the work doesn’t stop there.

“Wise Living takes great pride in making the move-in experience seamless and we are on-hand throughout the process, which makes a big difference. We not only then go on to maintain and manage all properties, ensuring all tenants have a great place to live, but also place strong emphasis on creating communities. From our regular communal events, to being a pet-friendly landlord and supporting tenants quickly if they experience any issues – this all adds up to the bigger picture of how people feel about their home and living experience.

“Over the past year, we have worked hard to keep improving standards and this is reflected in the scoring. The NPS survey data also shows a strong uplift in responses reporting satisfaction to the same question when asked nine-months post move-in, which we are incredibly proud of.”

Anne Malone, Head of Customer Experience, Wise Living

Wise Living aims to revolutionise the private rental sector by challenging existing standards, creating and nurturing communities, and driving better living standards for tenants.

Powered by a national property services firm with over seven years of proven expertise in delivering Build to Rent schemes, Wise Living is uniquely placed to provide all services seamlessly from under one roof. This includes identifying ideal sites for renters, through to maintaining properties and communal spaces to a high standard. The company is set to deliver 2,000 new homes every year.