BabyQuip works hard to ensure that our customers, mostly parents, and grandparents, are happy with BabyQuip’s services. So each year, we send out our annual customer survey to get honest feedback about BabyQuip. We do more than any other service like ours to make sure our Quality Providers (the people who own and deliver the baby gear) meet our customers’ needs. This includes training the QPs on our cleanliness standards, safety checks, and hospitality. Below are the main highlights of our annual customer survey:
World Class Net Promoter Score
I’m so proud to report that for the 4th year in a row BabyQuip earned a world-class Net Promoter Score—this year at 94, ten points higher than last year!
Net Promoter Score is a measure used by 1000s of companies to assess how well a company is meeting its customers’ needs by focusing on whether or not the customer would recommend or tell someone else about the service. It is based on a simple question:
As you can see, BabyQuip’s NPS of 94 is 2.8 times that of the average of 1,159 companies!
Clean and Safe Equipment
As great as it is to have a number to represent our customer satisfaction, we of course want to know more about what our customers are happy about. And here again, we’re super pleased that 70.5% of respondents said the equipment was “Spotless”:
Excellent & Very Good
The last highlight of our annual customer survey was about a number of other factors. Here is a summary of the top two box responses in which customers rated us ‘Excellent’ and ‘Very Good’:
- Interactions with the Quality Provider: 97%
- Selection of Gear: 82%
- Value of the Equipment: 92%
- Website Experience: 94%
- Overall Experience: 95%
We are ‘Vacation Lifesavers’
When 66% of our customers said we literally saved their vacations we weren’t surprised. It’s a question we ask every year and the number keeps rising. When you need your baby to sleep well on vacation so you as parents can rest too, renting a full-size wooden baby crib (just like the one at home) can make or break your vacation.
It’s not shocking that cribs are our #1 most rented item! Oftentimes they are last-minute rentals when the hotel pack ‘n play or grandma’s play yard doesn’t work out the first night of a getaway.
Quality Providers Make This Possible!
I’d like to take this time to thank our community of over 1000 Quality Providers who are chiefly responsible for these results. I’m always impressed by their hard work, resilience, and hospitality. As most of them are moms or parents themselves, I’ve seen the ways they go above and beyond to serve their customers, especially during this pandemic when they’ve had to work doubly hard to ensure clean gear and safe, contactless delivery.
What’s Next?
We still have more work to do! We still find that 65% of our customers didn’t know about BabyQuip before their first experience, so we need everyone to get the word out to their friends and families. (FYI, 16% saw us on ABC’s Shark Tank!). We know we’re the leading brand, as 86% indicated they’ve only used BabyQuip for baby gear rental needs.
We now offer baby gear cleaning services, BabyQuip Cleaning, for local families. 48% of respondents were aware that we now offer cleaning services and we expect as we get the word out more of our customers will try it. We hope so!
Fran Maier is CEO and Founder of BabyQuip, the leading baby gear rental service for traveling families and now offering local cleaning services too. She is a serial entrepreneur and brand builder with over 25 years experience in B2C and B2B internet businesses. She is best known for her 10+ years leading TRUSTe (now TrustArc), the leading privacy trustmark and compliance provider, and as Co-Founder and first General Manager of Match.com.
Fran speaks widely on several topics relating to women in business, including opportunities for women in the collaborative economy, addressing the lucrative family travel segment, women in entrepreneurship and on boards. She serves as an advisor to many start-ups including Portfolia, Women’s Start-up Lab, Sign-up.com, Kango, and Dabbl.
So Proud! We constantly strive for excellence and this is proof!
I’m proud to be a part of this wonderful company. As a former retail manager I know how important customer satisfaction is to the growth of a company. I can truly say that BabyQuip goes above and beyond to emphasize customer satisfaction and clearly defines customer expectations in their QP training. Good job to BabyQuip and to my fellow QP’s!
Great job, BabyQuip!