Understanding customer feedback and brand loyalty is imperative to a sustainable growth strategy in today’s market. There really is no such thing as bad feedback, as ultimately it helps you to truly understand how you can make improvements, provides an opportunity to immediately counter any negative aspect of the customer experience and relentlessly focus the lens on continually enhancing your service offering.
Customer excellence measurement tools such as the one we use here at TBR, Net Promoter Score (NPS), are imperative to a sustainable growth strategy. They place the customer at the heart of everything, from operational performance to supply chain management and equip the business with the ability to tailor consistently excellent customer experiences.
NPS also enables us to respond to customer feedback in real-time, identify our brand advocates (our ‘Promoters’) and close the loop on any burning issues, both real and perceived, that we need to address. We are increasingly viewing NPS not just as a measure of brand loyalty, but as an engagement tool and it is at the core of our objectives for 2020 and beyond, as we continually refine our approach in response to evolving customer needs and demands.
We have also been leveraging NPS over the past year to track trends and provide valuable sentiment analysis. For example, we track certain keywords such as ‘driver’ and ‘car’ to identify any underlying trends which might provide valuable insight into further opportunities for improvement and help us to identify and celebrate excellent service.
We believe it’s critical to listen to and learn from direct customer feedback. It ensures we continue driving excellence across our global business and underpins unique and memorable brand experiences for our customers. The insight NPS provides continues to highlight that TBR is a brand you can reliably place your trust in, to get you where you need to be safely, reliably, on time and in style.
Beyond this, it helps us both to benchmark and to set industry-leading standards for ourselves that are consistent with the direction of the journey we are on, to deliver customer excellence across every single journey we undertake.
We will be running our ‘Driving excellence…’ content series throughout the course of January. Watch this space for further updates and if you would be interested in finding out how we can support you with your ground transportation needs, then get in touch with a member of our team today.