Glasgow-based finance broker First Vehicle Leasing has adopted the Net Promoter Score management tool to gauge how loyal its customers are and to try and improve the customer relationship.
NPS is based on the question “How likely is it that you would recommend our company/product/service to a friend or colleague?” and is scored on a 0-10 scale.
Promoters are those who score between 9 and 10, passives are considered as those who score between 7 and 8 while detractors are those who respond with a score of 0 to 6.
NPS is calculated by subtracting the percentage of customers who are detractors from the percentage of those who are promoters.
“NPS takes account of the emotional experience of customers’ leasing a car. It is all too easy for leasing companies to forget that our customers are part of the business and our aim is to use NPS as a means to focus on improving our customer service,” said Graham McCarthy at First Vehicle Leasing.
“We aim to do that by turning passive customers into promoters and detractors into passive customers. I’m convinced that NPS is the key to our future growth,” said McCarthy.
