Better Outcomes
The quest for better outcomes is our raison d'etre.
We engineer exceptional experiences for our clients' customers, enabling our clients to attract new customers, grow their relationships with existing customers, and reduce customer churn. What differentiates us from other firms is the focus and attention we bring to the human side of process and technology. We add the human element to our work, and that keeps us grounded and focused on what really matters: your customers.
Alignment
Flawless execution is what we're known for, but execution alone is not enough. Alignment is also essential. Our constant connection to business and customer outcomes ensures that we're delivering the right solution, not just delivering the solution in the right way.
Speed
Speed is a competitive advantage and speed-to-value is an outcome our clients have come to expect. We focus on delivering tangible value to our clients in the least amount of time, and our approach and teams are optimized for hyper-productivity. In the words of one client, "I've figured out the formula: 1 Dominion Digital day = 1 [global consulting firm] month."
Measurable Results
Tangible business value is the ultimate measure of success. Only when all team members understand how success will be measured can they come up with innovative ways to maximize those results. Across all our solutions, our focus on delivering measurable results provides a consistent waypoint for our team, from project inception through implementation.
Net Promoter Score
"How likely is it that you would recommend this company to a friend or colleague?" That's the all-important question behind the Net Promoter® Score (NPS). For example, over the past 12 months, our NPS score was:
| Company | Industry | NPS |
|---|---|---|
| Dominion Digital | Consulting Services | 86% |
| USAA | Auto Insurance | 78% |
| Amazon.com | Online Shopping | 71% |
| Trader Joe's | Grocery | 69% |
Net Promoter, NPS, and Net Promoter Score are trademarks of Satmetrix Systems, Inc., Bain & Company, Inc., and Fred Reichheld.
At Dominion Digital, we strive to understand and improve our NPS. So we survey our clients to get feedback on our own customer loyalty. Because NPS is a standard used by leading companies, it also allows us to benchmark and compare our customer loyalty to other leading firms.
In the past few years, NPS has been embraced by leading companies as the standard for measuring and improving customer loyalty. It has gained popularity due to its simplicity and its links to profitable growth. NPS is calculated as the percentage of customers who are Promoters, rating the company 9 or 10 on a zero-to-ten point scale, minus the percentage who are Detractors, rating 6 or lower.
Satmetrix, a leader in NPS and customer experience programs, published its 2010 Net Promoter Industry Benchmarks rankings. The rankings allow us to compare and benchmark against the top ranked firms in various industries.
Client Experience
In addition to the NPS question, we ask our clients to rate Dominion Digital on various aspects of their client experience organized into the categories of Service & Value, Passion & Excellence, and Teamwork & Results.
Over the past 12 months, our average score is 4.76 (on a 1 to 5 scale with 5 being the highest ranking).
