Customers Satisfaction Ratings
Customers Satisfaction Ratings
Customers Satisfaction Ratings
I must admit that in most of my years as a garage owner, customer satisfaction ratings were never known. Of course, up until the advent of modern computers, there were no such things as ratings for your customers. So it has become a thing of the future! And why not. Importantly, it is one of the best indicators that your business is doing well. Whatever type of product or service you are selling,.
Another happy positive is that when you have high ratings, it’s no coincidence that your business will thrive. Anyhow, that’s my experience! Consequences also set out other parameters that will give the thriving business the best results. In my opinion, the number one factor is having the right staff. Especially when in a garage situation.
Garage owners just dont get it ! Customers Satisfaction Ratings
Of course, the garages of today have a lot to thank for the start of the “Kwik-Fit” era. Coming out of an American idea from the infamous Tommy Farmer, fast fits brought the garage industry into the 21st century. Incidentally, we do still have the dirty back street type of garages and scruffy second-hand tyre shops for all to see.
However, the garages that prosper will have all the right mixtures of ideas and cleanliness that modern driver s are looking for. This also reflects on the particular garage businesses ratings of customer satisfaction.
These days of consumerism mean that we all have to try harder
be more polite and generally “bend over backwards”. So to keep our ratings high,. Consumers are very savvy and will freely give a business a good review. Strangely enough, there does not seem to be a middle-of-the-road review!
At least not with us at Pellon Autocentre. Most reviews are, in fact, 5 stars, which is excellent for us. However, we get the odd customer who will give us just a 1-star rating.
I must confess that I used to hate this. Although very rare then it is all part of system. We will never please everybody! Now I take the time to look into this. So, when we receive a low rating then I now investigate the poor result. Then first thing that hits me is that my excellent staff always know about the circumstances. I truly believe that there is a certain type of person who is never going to be happy.
Whatever and wherever they go, these people are trouble.
So, I know before I say anything that my staff know exactly what has happened. Believe me or not, it is always the customer that has caused the problem, leading to them giving us a 1-star rating. Importantly, we do make mistakes! After all, we are only humans.
But a good garage will handle any problem in the correct manner. Always change a possible bad situation into a good outcome. This includes all our garage services and products. Including tyres and associated services. and MOT testing.
Finally, we do have good reviews on Google and Facebook.
But in my opinion, our online tyre portal, www.pellontyres.co.uk is the most accurate and is not open to any low-scoring abuse from “keyboard warriors.”.
Subsequently, try to knock your reputation by giving a false low score. Below, I have published our excellent results and would like to thank our great customers. So, thank you for taking the time and energy to give us the results that all businesses dream about.
Forward to 2024 here at Pellon Tyres we are now members of Tyresafe.org to help promote safety.
Net Promoter Score Results
What does your NPS score mean?
Your NPS score tracks customers on how they represent your company to their family, friends and colleagues.
- A negative score means you have more Detractors than Promoters and your organization is unlikely to grow.
- A NPS score of above 0 is considered to be good.
- A NPS score above 50 is considered to be exceptional. This also indicates that awareness of your organization will grow through word-of-mouth marketing.
The NPS score is calculated by subtracting the percentage of Detractors (those who scored your fitting centre as a 0-6) from Promoters (those that scored your fitting centre as 9-10). This generates your Net Promoter Score.
Many Thanks from me and all my excellent staff for their contribution to having great Customers Satisfaction Ratings.
Eric Roberts