In Garage Hive, we have introduced the Net Promoter Score (NPS®) as part of our customer surveys to enable you to track and measure your garage customers’ overall satisfaction as a business. Your customers answer the NPS question and score you between 0 – 10. It is called the Net Promoter® Score. It is measured in companies like General Motors, Virgin Media, Vodafone, John Lewis and many more.
The Net Promoter Score is a customer loyalty measure. Using it gives much insight into what your customers feel about you and your business. Also, this score has a positive link with helping you grow your company, as customers will likely recommend services or products they rate to friends, family, and work colleagues. On average, businesses using Net Promoter Score grow at more than twice the rate of competitors within their respective industries. You can read more about the NPS on their official website here.
Your garage can send customer surveys that include the NPS question and many others at a time pre-set in your company, usually the same evening you completed the work, making customers more likely to complete it.
How likely is it that you would recommend this company to a friend or colleague? (Score out of 0-10)
The NPS score itself is calculated by subtracting the percentage of customers who answer the NPS question with a 6 or lower (Detractors) from the percentage of customers who respond with a 9 or 10 (Promoters).
We have incorporated the NPS Score into Garage Hive, as research shows that customers tend to revisit the same repair garage, barber, or restaurant where they had a positive experience and will recommend those places to others if asked. By having access to this data, you can be assured that your customers are likely to promote your garage business to others. You may even want to consider marketing specifically to these satisfied customers to expand your reach to their social circles.
Look at NPS and Customer Surveys features in Garage Hive here: Customer Surveys and Net Promoter Score – Garage Hive, and watch this space for the upcoming articles on how to use the features and best practices.
Net Promoter®, NPS®, NPS Prism®, and the NPS-related emoticons are registered trademarks of Bain & Company, Inc., NICE Systems, Inc., and Fred Reichheld. Net Promoter ScoreSM and Net Promoter SystemSM are service marks of Bain & Company, Inc., NICE Systems, Inc., and Fred Reichheld.
The Penygroes Service Centre located in South Wales was founded in 2014 by Jonathan. He has extensive 17 years of experience in the industry. However, Jon found himself doing a lot of manual labour for data management to keep a finger on the pulse of the business. Therefore, joined Garage Hive's garage management software in March 2021 and has already seen a significant improvement in his garage, an increase in gross profit and has achieved a great NPS® Score.
Tom and Kayleigh runs their garage TR Autos in Yeovil, Somerset. They joined Garage Hive last year. Tom has two decades of industry experience , both practical and technician side and now business as TR Autos was founded in 2008; since then the team has grown, practices have moved away from paper diaries to garage management software, their productivity has increased and they also have moved into bigger premises.
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