Follow Net Promoter Score in Your Garage Business
What is the Net Promoter Score? Why are we measuring it in Garage Hive?
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.
The NPS question:
How likely is it that you would recommend this company to a friend or colleague? (Score out of 0-10)
How to calculate?
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).
- A negative score indicates that a company has more detractors than promoters.
- A positive score shows that the company has more promoters than detractors.
What do the scores mean?
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.