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:

Babyquip'S Annual Customer Survey

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”:

Babyquip'S Annual Customer Survey

Excellent & Very Good

Family At Hotel

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.

Lindsey Meyer Crib Delivery
image courtesy Lindsey Meyer

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!

Babyquip'S Annual Customer Survey

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?

Babyquip'S Annual Customer Survey

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!