Every other year, we ask our clients one simple question: “How likely are you to recommend LHD to a colleague or peer?” It’s called Net Promoter Score (NPS), and it’s one of the most widely used ways to measure client loyalty and satisfaction. The industry average is 42.
This year, our score was 95.
And yes, we had the same reaction you probably just did. That number is high. Really high. Which is exactly why the next number matters just as much: 60% of our clients responded.
That level of participation gives us real confidence this isn’t a fluke, a small sample, or a handful of strong opinions. It’s a meaningful reflection of how our clients experience working with LHD.
Why We Measure This
We don’t use NPS as a marketing stat. We use it as a listening tool. It gives us direct, unfiltered feedback on what we’re doing well and where we need to improve. We review every response. We share it with our teams. And we use it to shape how we serve our clients going forward.
We’ve been measuring NPS consistently over time:
- 2020: 91
- 2022: 92
- 2024: 88
- 2026: 95
The consistency matters. More importantly, it tells us something about the kind of experience we’re delivering.
What Clients Are Telling Us
While the score is strong, the real value is in the feedback behind it. Across responses, a few themes came through clearly:
“Anytime I need an answer or help, the response is almost immediate.”
- Responsiveness matters.
Clients consistently highlighted how quickly and reliably our team shows up when they need support. - Relationships drive everything.
This isn’t a transactional experience. Clients are calling out specific people, teams, and the trust they’ve built over time.
“LHD is more than a benefit advisory firm. They are a true partner in helping me navigate a complex yet important part of my HR responsibilities.”
- Expertise is expected and delivered.
From day-to-day support to strategic guidance, clients see LHD as a partner, not just a provider. - Effort doesn’t go unnoticed.
“Above and beyond” came up more than once. That’s not accidental. It’s part of how we operate.
What This Really Reflects
At LHD, we’ve built our model around high-touch service and long-term partnership. That means:
- Being accessible
- Being proactive
- Knowing our clients well enough to anticipate needs
- Showing up consistently, not just at renewal, but all year long
It also means investing in our people and our culture. Ultimately, the client experience comes down to the team behind it. A score like this doesn’t happen because of a process or a platform. It happens because of people who care about doing the work the right way.
Why This Matters to Our Clients
At the end of the day, this isn’t about a score. It’s about what that score represents:
- Clients who trust us
- Clients who stay with us
- Clients who are willing to recommend us
That’s the standard we hold ourselves to.
If You’re Not a Client (Yet)
If you’re curious what it’s like to work with a team that prioritizes this level of service and partnership, we’d welcome the conversation.
You can reach out anytime.
