Google scores a 53. Netflix gets a 64. Amazon hits 66. SimpleTire scores above them all with a 76! What is this about? Have you heard of Net Promoter Score?
According to management consulting firm Satmetrix, "Net Promoter Score measures customer experience and predicts business growth. This proven metric transformed the business world and now provides the core measurement for customer experience management programs the world round."
Google (Internet services), Netflix (online entertainment) and Amazon (online shopping) are all recognized leaders in their respective industries, not only for the service customers enjoy, but also for their NPS scores. They are each their industry's top ranked NPS company.
SimpleTire.com results were impressive! Customers rated SimpleTire with an overall score of 76. It is an extremely high rating for an ecommerce company, or any company for that matter.
When compared against other companies in the automotive industry, there are few that even come close. For instance, these manufacturers received scores as follows: Ford: 28, Mercedes-Benz: 39, Honda: 49 and Harley Davidson: 52.
This NPS rating by SimpleTires' customers explains the year over year doubling in sales growth they are experiencing. Customers are finding it to be a better tire buying experience thanks to aggressive pricing, the largest selection of tires, and an optimized ecommerce website. As a result, they are coming back to make repeat purchases and telling their friends.
Josh Chalofsky, SimpleTire's COO, states, "For some time now, I've been well aware of how customers feel about our business, but to see it summarized with NPS in this way, and compared to other industry leaders, is eye-opening and exciting."
Chalofsky goes on to say, "We've worked hard to create a seamless buying experience that integrates independent suppliers, our website, and an installation network. We will continue to improve and add to every point in the customer value chain."
The NPS methodology shows that companies with scores higher than their competitive set grow faster and are more successful. As the current second largest online tire retailer, the stage is set for SimpleTire to challenge for the #1 spot.
More on Net Promoter Score (NPS)
The Net Promoter Score is calculated based on responses to a single question: How likely is it that you would recommend our company/product/service to a friend or colleague? The scoring for this answer is most often based on a 0 to 10 scale. Those who respond with a score of 9 to 10 are called Promoters, and are considered likely to exhibit value-creating behaviors, such as buying more, remaining customers for longer, and making more positive referrals to other potential customers. Those who respond with a score of 0 to 6 are labeled Detractors, and they are believed to be less likely to exhibit the value-creating behaviors. Responses of 7 and 8 are labeled Passives, and their behavior falls in the middle of Promoters and Detractors. The Net Promoter Score is calculated by subtracting the percentage of customers who are Detractors from the percentage of customers who are Promoters.
1,086 SimpleTire customers from the prior six-months responded to the question of "How likely is it that you would recommend SimpleTire.com to a friend or colleague?"
Not at all Likely [0, 1, 2, 3, 4, 5, 6, 7, 8, 9, 10] Extremely Likely