What it takes to earn a perfect NPS score
By Cléo Dessureault, MEGA Group
MEGA Group, an affiliate of AVB, is Canada’s largest member-owned buying group for independent home goods retailers. Our team of experts is constantly striving to better serve our members by adapting to the ever-changing realities of the retailer’s marketplace.
We recently surveyed our members on the various services we provide using the NPS methodology, or Net Promoter Score, which rates how likely someone would recommend a company, product or a service to a friend or colleague.
Perfect Score
One MEGA team blew everyone out of the water: our very own Expert Accounting, which scored a perfect 100%. That means that 100% of members using the Expert Accounting services would recommend them.
By way of background, Expert Accounting offers Canada’s independent retailers a specialized accounting service designed to improve profitability with a complete financial management solution. That expertise saves the members time and money so they can focus on their customers and employees.
How’d They Do It?

As you can imagine, we wanted to know how Expert Accounting achieved a perfect score. So we sat down with the team’s manager, Jason Good, who shared his thoughts on which best practices made the difference.
“As the manager, I’m thrilled to share how our team achieved a perfect NPS of 100,” Good said. “This remarkable accomplishment reflects our unwavering commitment to exceptional client service, and I’m proud to share the key elements that contributed to this success.”
The Service Mindset
“We believe that being ‘of service’ goes beyond the basics of accounting,” he said. “It’s about placing our clients’ needs at the core of everything we do. We focus on understanding each client’s unique situation and providing tailored advice that aligns with their long-term goals. This personalized approach has been fundamental in earning our clients’ trust and satisfaction.”
Creating Connections
“Building meaningful relationships with our clients is central to our philosophy,” Good continued. “We don’t view our interactions as mere transactions, but as opportunities to connect on a deeper level. Our team takes the time to understand our clients’ businesses and personal circumstances, which enables us to offer insights and support that truly resonate with them. This connection fosters a sense of partnership and loyalty.”
Empathy and Compassion
“Empathy and compassion are more than buzzwords at Expert Accounting; they are integral to how we operate,” Good said. “We recognize that financial matters can be stressful, and we approach every client interaction with sensitivity and understanding. Whether clients are dealing with complex financial issues or simply need reassurance, we strive to provide support that acknowledges and addresses their concerns with care.”
Going the Extra Mile
“Our commitment to going above and beyond is a defining feature of our service,” he said. “We don’t wait for clients to bring up issues; instead, we proactively identify potential challenges and offer solutions before problems arise. This proactive stance not only helps prevent issues but also demonstrates our dedication to delivering exceptional value.
“Achieving a perfect NPS score is a testament to our team’s dedication to excellence in client service,” he added. “It reaffirms our belief that when we prioritize being genuinely ‘of service,’ build strong connections and approach every client interaction with sincerity, we not only meet but exceed our clients’ expectations.
“This score is not just a number to us,” Good said. “It’s a reflection of the trust and satisfaction we’ve cultivated through our unwavering commitment to exceptional service.”
Well done Jason and team!
To learn more about Expert Accounting, visit ExpertAccounting.ca.

Cléo Dessureault oversees communications strategy and events for AVB affiliate MEGA Group, Canada’s largest merchandising and marketing organization for independent home goods dealers with over 700 members across the country.