Having great products is a pillar of any successful business. Customers want to leave a company knowing they’ve been given a high-quality, long-lasting item that meets their needs. However, what’s equally as important as products is a business’s customer service. This is especially true in a relationship-based business like SpeedPro.
SpeedPro franchisees don’t worry about the quality of their products or service because the SpeedPro name is synonymous with customer satisfaction. We know this because our brand has achieved an unbelievably high Net Promoter Score® of 95! This high score goes a long way when it comes to our current and potential clients. Read on to learn more about why that matters.
What is a Net Promoter Score?
Net Promoter Score (NPS) is a quantified representation of customer experience. Using surveys from customers, NPS gathers information about their level of trust in and respect for your brand. Businesses around the world use this score to benchmark their customer satisfaction levels and compare it to other companies in their industry.
NPS is reached by asking one simple question on a 0–10 scale: “How likely is it that you would recommend this brand/product to a friend or colleague?” The responses are grouped into three segments.
- Promoters: Those who answered 9–10 are your promoters, or customers who are loyal to your brand and will help it grow.
- Passives: People who answered 7–8 are passives. Typically, they are satisfied with your service but might be swayed by competitors because they aren’t very loyal to your brand.
- Detractors: Customers who answer 0–6 are usually unhappy customers who didn’t have a great experience—or who had a very bad one. They may dissuade others from working with your brand in the future and can hamper your growth.
With survey responses in hand, you can calculate your score by subtracting the percentage of detractors from the percentage of promoters. The resulting score will range between -100 and 100. Bain & Co, the source of the NPS system, suggests that above 50 is excellent, and above 80 is world class. SpeedPro is world class level!
Why Net Promoter Score Matters
Every brand wants to have a positive impression on customers. Positive customer experiences help build a base of loyal, repeat business and keep clients satisfied. A high score – like SpeedPro’s 95 – indicates to a company that their customers are already happy with the level of service they’ve been given.
NPS is not only useful for determining how satisfied customers have been with their experiences. It is also a critical tool for estimating the future growth of a company. When a brand has a high NPS, that means it has a lot of loyal customers and very few unsatisfied ones. Loyal customers are more likely to return, but they’re also more likely to increase brand awareness through word of mouth. This type of marketing is free for companies and results in more potential clients!
SpeedPro Combines Great Products with Great Service
SpeedPro’s NPS was gathered by surveying customers of studios across the country. Our excellent NPS score of 95 is significant within the large-format printing industry and across other industries. It even beats out scores from popular brands like Nordstrom’s. Our NPS illustrates how much SpeedPro customers value our studios’ professionalism and reliability.
They know that when they come to SpeedPro, they’ll receive:
- A partnership-focused approach, where our studio staff works collaboratively and respectfully with each client;
- Solution-oriented meetings centered around what products would work best for their unique needs;
- Top-quality installation and service once the product is complete.
What this means is SpeedPro franchise business owners provide not only great products but also the customer service necessary to be continually high ranked and recommended.
Are you ready to join one of the highest-recommended franchise brands in the nation? Inquire about SpeedPro’s large-format printing opportunity today!