A UK vehicle leasing broker is claiming an industry first after achieving some of the world’s highest customer satisfaction ratings for nearly 50 consecutive months.
Synergy Automotive is outperforming global household names based on its score in the internationally recognised Net Promoter Score (NPS).
Between 2015 to the present day, the business achieved an NPS score of 94, exceeding the results of many international companies, including Apple (63) and American Express (60).
NPS is an index which ranges from -100 to +100 and measures customers’ willingness to recommend a company’s products or services. Scores are derived from customer survey results, where they are asked how likely it is that they would recommend the company to a friend or colleague.
Customers answer on a scale of zero to 10. A score of 0-6 is considered to be negative (‘detractors’), 9 and 10 are considered to be positive (‘promoters’), whilst 7 and 8 are considered to be neutral (‘passives’). The NPS score is based on subtracting the number of detractors from the number of promoters.
According to analysis of UK leasing companies carried out by ExpertEye, the average industry NPS was 52, with scores ranging from 22 to 73.
In addition to its high NPS score, Synergy Automotive has also been awarded a five-star rating annually since 2015 by Feefo, the online ratings and reviews platform, for exceptional customer experience.
Synergy Automotive was founded in 2006 and has been growing on the back of its reputation for customer service.
The Yorkshire-based company has increased staff by 50% to 40 in the past year as part of a strategy to expand the business by 300% in the next five years.
Managing director Paul Parkinson said: “Achieving a consistent ‘world class’ NPS score of 94 for almost fifty consecutive months is unheard of for a business of our size – and in our sector. It highlights the degree to which we punch above our weight as an SME by measuring ourselves against global giants and constantly exceeding our clients’ expectations.”
The achievement drew comment from leading industry expert Colin Tourick, professor of automotive management at the University of Buckingham Business School, who has four decades of experience in the automotive sector and is a co-founder of the International Asset Finance Network.
He said: “An NPS of 94 is extraordinarily high, well above the NPS of the vast majority of the household brands we admire. Synergy must be recruiting the right staff and training them well to get such a high NPS score.
“Whether we are comparing Synergy against household brands in the USA or the UK, or against companies in the UK leasing industry, Synergy’s performance is extraordinary.”
