Big O Tire’s Franchise System Achieved an Eye-Popping Customer Satisfaction Score
August 06, 2013 // Franchising.com // Big O Tires (Big O) is proud to announce that it received a Net Promoter Score (NPS) of 70, virtually unheard of in the automotive service industry. The NPS, measures customer loyalty, trust and respect of a brand and is determined based on customer surveys. Big O commissioned popular marketing firm Barkley to execute the survey.
“Big O has worked hard for 50 years to earn its slogan, ‘The Team You Trust.’ It’s humbling to see just how much customers appreciate our franchisees,” said Kevin Kormondy, Executive Vice President and Chief Operating Officer for the tire store franchise, which has more than 400 franchisee and company-owned locations in 20 states.
While Big O Tires is a national brand its stores are typically owner-operated which gives it that hometown “mom and pop” shop feel. And, according to Franchisee, Dave Doyle, owner of Mooresville and Plainfield, Indiana Big O Tires stores, “The key to longterm customers is to treat them as the friends and neighbors that they are.”
“I have been going to your stores since I was 16 (now 27) and I can honestly say that I have never had such great customer service anywhere else, as I've had at Big O,” wrote a Big O customer named Jennifer recently wrote in an email.
To learn more about Big O, including its history, its training and support systems, and what its franchisees say about the business, visit www.bigofranchise.com.
The Net Promoter Score, or NPS®, is based on the perspective that a company’s customers can be divided into three categories: Promoters, Passives, and Detractors, by asking the likelihood that they would recommend the company. Customers respond on a 0-to-10 point rating scale and are categorized as follows:
- Promoters (score 9-10) are loyal enthusiasts who will keep buying and refer others;
- Passives (score 7-8) are satisfied but unenthusiastic customers who are vulnerable to competitive offerings;
- Detractors (score 0-6) are unhappy customers who can damage your brand through negative word-of-mouth.
For more information on NPS visit http://www.netpromoter.com/why-net-promoter/know/.
Big O Tires Vice President of Franchise Development