Making a great product is awesome, but having satisfied customers is even more exciting.

At PEARL, we are constantly looking to our customers for ways to improve our product and the sport of lacrosse. With that in mind, we try to conduct an anonymous survey every year in effort to solicit honest feedback from our customers. We are extremely thankful for everyone’s participation, and after collecting over 100 responses this year, we felt it was time to share your incredible feedback! 

Net Promoter Score (NPS)

What is Net Promotor Score?

NPS is a survey method to help you determine how loyal your customers are.  It is the percentage of customers rating their likelihood to recommend a company, a product, or a service to a friend or colleague on a scale of 0-10.

• Promoters (happy customers): Rate you a 9-10
• Passives (neutral customers): Rate you a 7-8
• Detractors (unhappy customers): Rate you a 0-6

Calculating NPS

To calculate NPS, you subtract the percentage of “detractors” from percentage of “promoters”.  So, if you surveyed 10 customers and 8 were promoters and two were detractors, 80% would be promotors, 20% would be detractors.  Your NPS would be 80% – 20% = 60.

What are other companies’ NPS?

To give you an idea…. Costco’s NPS is in the high 70’s, Apple is in the mid 70’s, Amazon is in the high 60’s, Verizon is in the high 20’s.

So, what is PEARL’s NPS?

82 – for reference this is considered to be “high” or even “excellent!”

Top themes from the survey:

LONG LASTING PRODUCT

Customer Feedback:

• “They last forever…unbelievable.”
• “PEARL lacrosse is the most consistently performing lacrosse ball; we always look to PEARL for quality!”
• “Three years of living in Arizona and now in Maryland with the same bucket of balls.  We leave them outside; they sometimes sit in the bottom of the pool for weeks and regularly stay muddy, but we have yet to encounter a true greaser. Our biggest problem is other kids who come over seem to sneak them away in their bags.”
• “They work as advertised – new or old, clean or dirty – they never grease up – period.”

HIGH QUALITY PRODUCT

Customer Feedback:

• “They’ve held up very well over time, and they are priced excellent for what you are getting.”
• “The overall quality. You know you’ve got something when you get countless questions about why these are”
• “My coaches and I love that these balls don’t get slick! The grip just stays and stays. So much better for our younger kids who are learning and for our HS athletes alike. I feel around in my ball bag for the Pearl balls first!”
• “I’ve used Pearl for 3 years, they’ve been great!  I never have to worry about a shot being off because of a greaser.”

PRICE

Customer Feedback:

• “[would like] Lower price – everything else is great.”
• “[would like it to be] A little more affordable. Love the product and want to order more but pricing is higher.”

PEARL’s Response:

PEARL X’s longevity and performance is unmatched due to our innovative chemistry and top-quality materials. The balls are made to last multiple seasons, so you don’t have to keep throwing away greasers.  PEARL X balls are also made in America by American workers.  Material and labor costs are more compared to overseas. We try to keep our prices as low as possible without losing money.

PEARL NX balls use an even more intricate chemistry than the PEARL X ball. The materials cost us a little more, so we had to increase the price; however, we wanted to keep it lower than traditional training balls.

We do run bundle deals, promotions, and partner deals throughout the year so, keep an eye out for those.  We also have bulk discounts for teams and leagues if you request a quote.

CLEANING

Customer Feedback:

• “Have a method to best clean the balls. If you use them on a grass field a bunch, they will get very brown, making it very tough on goalies to see. Maybe have a tested cleaning method that you have done and have found to work best. Lastly, add a before and after picture.”
• “Make the material so that it doesn’t pick up dirt and black (from turf).  It stains and is impossible to clean.”

PEARL’s Response:

Since PEARL X is made out of polyurethane, you don’t have worry about greasing, but you can’t keep a lacrosse ball from getting dirty. We offer cleaning kits as an add-on with every PEARL purchase! 

With our PEARL cleaning solution and towel, you can bring your PEARLS back to life without worrying about taking the ball out of specification (Never apply sandpaper/power tools to your balls).

To learn more about PEARL lacrosse balls visit our website or request a quote now.