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First Vehicle Leasing enhances customer relationship management with Net Promoter Score

A measurement of consumer loyalty, NPS is based on the direct question: ‘How likely is it that you would recommend our company/product/service to a friend or colleague?’ The scoring for this answer is most often based on a 0 to 10 scale.

Promoters are those who respond with a score of 9 or 10 and are considered loyal enthusiasts. Detractors are those who respond with a score of 0 to 6 – unhappy customers – whilst scores of 7 and 8 are passives who will count towards the total number of respondents, but not directly affect the formula.

NPS is calculated by subtracting the percentage of customers who are detractors from the percentage of customers who are promoters.

Graham McCarthy at First Vehicle Leasing, said: “NPS takes account of the emotional experience of customers’ leasing a car. It is all too easy for leasing companies to forget that our customers are part of the business and our aim is to use NPS as a means to focus on improving our customer service.

“We aim to do that by turning passive customers into promoters and detractors into passive customers. I’m convinced that NPS is the key to our future growth.”

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Natalie Middleton

Natalie has worked as a fleet journalist for 16 years, previously as assistant editor on the former Company Car magazine before joining Fleet World in 2006. Prior to this, she worked on a range of B2B titles, including Insurance Age and Insurance Day. As Business Editor, Natalie ensures the group websites and newsletters are updated with the latest news.