Vehicle leasing provider Synergy Automotive is outperforming household names in the UK and globally against an international benchmark used by Fortune 500 companies to measure customer loyalty.
Ever since July 2015 the business has sustained a ‘world class’ Net Promoter Score of 94. NPS is an index which ranges from -100 to +100 and measures customers’ willingness to recommend a company’s products or services.
Colin Tourick, Professor of Automotive Management at the University of Buckingham Business School, reinforced that an NPS of 94 is outstanding both within the leasing sector where the average score is 52 – and outside the sector where highest ranking companies include Apple with an NPS of 63 and Netflix at 62.
Professor Tourick, who has four decades’ experience in the automotive sector, says the NPS system has been widely adopted by businesses around the world. He said: “An NPS of 94 is extraordinarily high, well above the NPS of the vast majority of the household brands we admire. Synergy’s extraordinary customer service delivery is something that other companies should try to emulate. 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 and ranks as ‘world class’ and among the very best.”
A champion of Yorkshire businesses and proud regional employer, Synergy has marked a 50% staff increase in 12 months, bringing the team to 40 strong. The company is also nearing the completion of a major expansion programme to double the size of its Harrogate headquarters as part of a five-year plan to expand the business by 300%.