Vehicle leasing provider Synergy Automotive is outperforming household names in the UK and globally in an international benchmark used by Fortune 500 companies to measure customer loyalty.
From July 1 2015 to the present day the business – which is committed to delivering excellence in customer experience – has sustained a ‘world class’ Net Promoter Score (NPS) of 94. NPS is an index which ranges from -100 to +100 and measures customers’ willingness to recommend a company’s products or services.
Synergy’s passion to consistently provide a top class customer experience is the bedrock on which the multi-award winning company was founded in 2006 – and is attributable to its continued year-on-year growth, profitability and recognition.
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 of 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.”
Synergy’s passion for excellence is further recognised by Feefo, the world’s most trusted ratings and reviews site which Synergy uses to survey all its customers. Earlier this year Synergy achieved the Gold Trusted Service Award for delivering a 5-star rated customer experience for the fourth consecutive year from 2015-2018. Feefo has also confirmed that Synergy’s outstanding 94 NPS score is exceptional in comparison to their clients in the automotive sector whose average score is 71.
Synergy MD, 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.”
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 per cent.