FIRST Vehicle Leasing has taken on the Net Promoter Score (NPS) management tool to assess the loyalty of its customers and better its customer relationship management process.
The Glasgow based finance broker has adopted NPS, which is a measurement of consumer loyalty, based on the question: “How likely is it that you would recommend our company/product/service to a friend or colleague?” The scoring most usually ranges from between 0 and 10.
Respondents who score 9 or 10 are considered loyal customers; detractors are those who respond with a score of 0 to 6 – unhappy customers. Scores of 7 and 8 are considered passives who – although they will count towards the total number of respondents – do not directly affect the formula.
