YORKSHIRE based broker Synergy Automotive is outperforming household names in the UK and globally in customer loyalty. That’s according to an international benchmark used by Fortune 500 companies.
The brokerage is the current holder of the Best Medium Leasing Broker Customer Service Award. And this current news reinforces the brokerage’s reputation for customer service.
From July 01, 2015 to date, Synergy has sustained a ‘world class’ Net Promoter Score (NPS) of 94 for customer loyalty.
NPS is an index measure which ranges from -100 to +100 and rates customers’ willingness to recommend a company’s products or services.
Colin Tourick, Professor of Automotive Management at the University of Buckingham Business School, said that an NPS of score of 94 was outstanding.
In the leasing sector where Synergy operates, 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 added:
“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.”
Earlier this year Synergy achieved the Gold Trusted Service Award from Feefo for delivering a 5-star rated customer experience for the fourth consecutive year from 2015-2018.
Synergy MD, Paul Parkinson, said:
“Achieving a consistent ‘world class’ NPS score of 94 for almost 50 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, Synergy has marked a 50% staff increase in 12 months, bringing the team to 40. 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.