What is NPS and why is it important?

A Net Promoter Score is how customers rate Partners and their overall satisfaction with a completed service

Melissa avatar
Written by Melissa
Updated over a week ago

What is NPS?

NPS 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. This ensures that expectations are being exceeded at every touchpoint. This process helps to create a respectful and safe environment for all customers.  

What role does NPS play for our Partners?

After every completed roadside assistance service, customers are able to rate the quality of their service on a scale of 1-10. Customers provide a rating on the following:

  • Overall service provider performance

  • Whether the service provider arrived on time

  • The customer's overall satisfaction with their roadside experience 

The level of service our Partners provide is paramount to the customer’s experience, so it’s crucial service providers arrive on-time and that customers receive safe, quick and professional service.

What can a Partner do to maintain a high NPS?

Service Providers performing services for HONK typically provide excellent service, so most jobs run smoothly. HONK understands that sometimes a service doesn’t go well—that’s why HONK only looks at the average rating of the most recent jobs. This gives the Service Provider the chance to improve over time. HONK will alert a Service Provider if their rating is approaching the minimum acceptable limit.

If the average rating still falls below the minimum after multiple notifications, the Service Provider’s account may be put on a temporary hold. HONK may allow the Service Provider to regain access to their account when proof has been provided showing resolution of the issues that lead to the account suspension. 

How is NPS calculated?

NPS is calculated using a 0-10 scale, customers are asked this question: How likely is it that you would recommend [brand] to a friend or colleague?

Respondents are grouped as follows:

  • Promoters (score 9-10) are loyal enthusiasts who will keep buying and refer others, fueling growth.

  • Passives (score 7-8) are satisfied but unenthusiastic customers who are vulnerable to competitive offerings.

  • Detractors (score 0-6) are unhappy customers who can damage your brand and impede growth through negative word-of-mouth.

Subtracting the percentage of Detractors from the percentage of Promoters yields the Net Promoter Score, which can range from a low of -100 (if every customer is a Detractor) to a high of 100 (if every customer is a Promoter).

HONK leads the roadside industry as it has consistently maintained an NPS of close to 90. This is in large part thanks to Partners like you!

A Service Provider rating is based on an average of the number of post-trip ratings that customers provide (from 1-10). The easiest way to keep a Service Provider’s average rating high is to provide great service on every job that is performed. 

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