Net Promoter Score (NPS): Real Deal or Have Car Dealers Been Sold a Lemon?

In the car sales arena Key Performance Indicators (KPI’s) are King: every sales statistic possible is monitored, from customer visits, test drives, sales, deliveries and finance penetration etc and now customer satisfaction. These KPI’s are benchmarked to provide an industry/dealer standard of performance.

It is believed that each KPI has a correlative effect on each other, in that the more people you see, the more you test drive, the more you sell: it is as they sales people say ‘a numbers game.’

Now we believe that we can reverse the algorithm and make KPI’s do the work. By delivering exemplary customer service, a customer becomes a net promoter, advertisement and an advocate for the company.

All we have to do is sit back and wait for the satisfied customers or ‘Net Promoters’ to drive the new customers, soon to satisfied and be transformed into promoters, into our businesses and reap … Read More