Notifications & Messages

Jared Hamilton
From: Jared Hamilton
Hey - It’s time to join the thousands of other dealer professionals on DrivingSales. Create an account so you can get full access to the articles, discussions and people that are shaping the future of the automotive industry.
×
Digital Air Strike

Exclusive Blog Posts

Skills to Look For in a New Hire

Skills to Look For in a New Hire

Look across your service department’s front line, then in the shop. If you’re one of the average American dealerships, you have a vacancy in at…

DrivingSales Executive Summit Speakers Announced

DrivingSales Executive Summit Speakers Announced

DrivingSales Executive Summit Announces 2018 Breakout Speakers Industry leaders selected to present on emerging topics and proven tactics in Las Veg…

AIADA's Cody Lusk Testifies at Commerce Investigation Hearing

AIADA's Cody Lusk Testifies at Commerce Investigation Hearing

Today the President and CEO of the American International Automobile Dealers Association (AIADA) testified in front of the U.S. Department of Commernce&nbs…

Actor Mark Wahlberg now Owns a Dealership

Actor Mark Wahlberg now Owns a Dealership

In a move to grow his business portfolio, Marky Mark Wahlberg is breaking into the automotive world with a dealership in Columbus, Ohio. Yes, you read that…

The Future is Here … Is it the Car Vending Machine?

The Future is Here … Is it the Car Vending Machine?

Companies all around the world are picking up on the car vending machine trend. In recent news, Ford joining with tech giant Alibaba to create a cat-the…

Improve Your Net Promoter Score with Customer Surveys!

Referrals are among the highest compliment a business can get and are a good indicator of future success as the more likely a customer is to recommend your services to others, the more people will be interested in your business. A referral rating, popularly known as a NPS (Net Promoter Score), is considered the leading indicator of growth for a business. Scores range from -100 to 100. Being above 0 is good but being above 50 is considered excellent. Want to learn your Net Promoter Score and discover ways to improve it? Keep reading!

The Importance of Customer Surveys for Your NPS

Surveying customers to get their feedback is a great way to improve your business and ultimately boost your Net Promoter score. Most consumers are open to completing a survey and willing to give you actionable feedback.

One of the questions included in the survey should be: “How likely are you to refer our business?” The answers will reveal how your customers view you and will be a starting point to investigate why one customer will refer you and another won’t. What happened during their interaction with your business to prompt them to answer one way or the other?

Besides getting an answer to this question, you can find out if you met your customer’s expectations and what you could do better. It’s important to pay attention to all results, as happy customers can provide valuable information and may be willing to post their feedback on public review sites.  Knowing what to keep doing and what to change helps you improve your NPS over time.

Tracking Your Surveys and Your Score

Keeping track of surveys, which customers responded, and how they responded takes a great deal of work and analysis. Thankfully, with our Review Surge Weekly Customer Survey Summary, all this information is right at your fingertips. You can see how many surveys were opened, how many were completed, and the star rating of the feedback. Our reports also include links to the direct feedback, so your business can see where you’re exceeding expectations and where some changes can be made.

Read Full Article

 Unlock all of the community & features  Join Now