EDINBURGH, Scotland--(BUSINESS WIRE)--Online tyre retailer, Blackcircles.com, has received one of the highest Net Promoter Scores (NPS) of 2014, best-of-class against its industry peers and also ahead of well-known international brands like Amazon, Apple, Mercedes-Benz and Aldi. The UK’s number one online tyre retailer’s NPS of 84 compares favourably with the tyre retail industry, the Retail sector in general, while coming in ahead of high-scoring global brands acclaimed for customer experience.
NPS is based on customers’ likelihood to recommend a brand to others and is calculated as the percentage of customers who are ‘Promoters’, rating the business 9 or 10 on a zero-to-ten point scale, minus the percentage who are ‘Detractors’, rating 6 or lower. It is viewed as the leading customer experience metric and provides a strong indication of a company’s relationship with its customers.
Mike Welch, CEO and founder of Blackcircles.com, said: “From the very beginning our goal was to create a clean, simple and trustworthy tyre retail business that put customers at the heart of its decision-making and strategy – setting us apart from the commonplace bad practice which epitomised the industry at the time. With limited funding we relied on building goodwill with our customers who we hoped would then recommend Blackcircles.com to others.
“It’s those customer referrals that have driven our growth from 200 customers in year one to almost 1 million today and we’re hugely grateful to them for choosing us over the competition. Today’s results are testament to the fact we put our customers front and centre of everything we do as we strive to deliver at the very highest level. The last thing we are going to do is rest on our laurels and we will continue to benchmark ourselves against the best retailers and brands across the world, which in itself shows the height of the bar we have set ourselves.”
- Net Promoter is a loyalty metric and a discipline for using customer feedback to fuel profitable growth. Developed by Satmetrix, Bain & Company and Fred Reichheld, Net Promoter has been adopted by leading companies worldwide as the standard for measuring and improving customer loyalty.
- Blackcircles.com’s Net Promoter Score is based on an independent survey of over 30% of the online tyre retailer’s customer base.
- Blackcircles.com was founded in 2001 by Michael Welch and is headquartered in Peebles, near Edinburgh.
- The Blackcircles.com business model combines a lean supply chain and online store front supported by over 1,200 UK garages – more than double the number of locations as Associated Tyre Services, Kwik Fit and other national fitting chains.
- Customers choose their tyres, book a fitting centre and order online. Prices are all-inclusive so there are no extra costs when customers arrive for their fitting. This approach helps keep costs and prices low – a competitive price position and savings of up to 40 per cent against high street fast fit outlets.
Follow Blackcircles.com on Twitter @blackcircles.
