So you might be wondering wht this means and what NPS stands for…
NPS stands for Net Promoter Score.
The Net Promoter Score is a proven, powerful metric used globally to measure customer engagement and advocacy levels. It establishes the likelihood of a customer to recommend a product or service on a scale of 0-10.
Each time a person has their vehicle repaired by us, we send them a survey asking them a few questions about how their experience was with us, but mainly one question at the end:
“How likely is it that you would recommend us to a friend or colleague?”.
Our customers then send back a response with a number of 1-10. 1-6 represent what are know as “Detractors”, or people who have had a bad experience with us and are likely not to return. 7-8 represents people known as “Passives”, or people who are happy with our service but wouldn’t necessarily promote us. And then finally, 9-10 are “Promoters”, or people who are highly likely to recommend us to others.
This question gives us an idea of how we performed in the eyes of our customer, and our retention statistics as well.
With a score of 97, our customers are extremely likely to recommend us to other people. To put this into perspective, lots of large scale companies use NPS, and Amazon’s NPS score is only 68!
So next time you know someone in need of repairs, send them our way as you know we operate at above industry standards!