Member Operators Give TRSA its Highest-Ever Rating
Operator members’ Net Promoter Score (NPS) rating of TRSA membership has reached an all-time high, hitting 69, exceeding the previous high (65 in 2018), as respondents to a recent satisfaction survey praised the association’s performance during the COVID-19 pandemic.
NPS scores can range from -100 to +100; 50 is considered excellent. The metric is calculated from respondents’ ratings on a scale of 1 (least likely) to 10 (most) of the likelihood of recommending something to a friend or colleague. The percentage of respondents who rate 9 or 10 is subtracted from the percentage of respondents who rate 1 to 6. The TRSA membership NPS has been calculated since 2014.
An NPS (64) also was calculated from the recent survey results to attest to the value of TRSA as an information provider: keeping members informed and providing needed information.
Quality of information presented rated 7 of 10 or higher on these topics:
- Infection prevention (employees and customers)
- Equipment/facility disinfection
- Business strategies
- Personal protective equipment
- Essential services guidance
- Communication with customers
- Market-specific tactics
- Employee relations
- Human resources management
- Financial relief
In assessing various membership services, TRSA respondents gave the highest rating to the association’s value for protecting the market for linen, uniform, and facility services by advocating with government for relieving the industry financially and classifying it as an essential business. Other TRSA services heralded for their above-average quality:
- Promoting the industry as a cost-effective and environmentally conscious solution
- Primary resource for industry news, trends, best practices and products/services
- Online opportunities such as webinars and teleconferences to share information and experience
- Benchmarking initiatives to determine the impact of COVID-19 on industry operations
More than half of respondents said they had taken advantage of webinars and TRSA Coronavirus Resource Center online information during the pandemic.
Asked to select top reasons why TRSA is personally valuable to them, respondents most often mentioned networking with others in the industry as their top choice, followed by learning best-management practices and accessing industry news, trends and practices. Learning best practices was the most common first or second choice.
One respondent’s comment summarized the overall sentiment: “TRSA has done an outstanding job communicating with us in regard to what’s happening in the industry as it relates to COVID-19. I appreciate the in-depth, up-to-date information and the opportunities to talk with others in the industry about their challenges as well.”