Online Marketing Leader Scores Top Marks in Net Promoter® Score Survey
Burlington, VT – Dealer.com, the leading provider of online marketing solutions for the automotive industry, announced it ranks among the best companies in the nation in the software industry for customer service, based on the results of its Net Promoter® Score (NPS) survey. Many large Fortune 500 companies rely on the NPS score as an indicator of customer loyalty and future success. The score is obtained by asking customers a number of questions to determine their likelihood of recommending Dealer.com.
Since the score is based on a scale of -100 to +100, Dealer.com’s recent score of 41 percent was an extremely high result and within three percentage points of the top scoring company in the software industry, which was Adobe, at 46 percent. Dealer.com is one of the only software vendors in the automotive industry to use the NPS’ notoriously tough standards to gauge its own customer service performance, and has consistently scored high since it began using the NPS indicator in 2006. The most recent results reflect a continued trend of improvement.
“At Dealer.com our entire company culture is proactive and focused on building strong relationships with our customers,” said Mike Lane, COO of Dealer.com. “Every dealer has an assigned account manager who acts as an Internet consultant, ensuring they have the industry-leading technology and best practices expertise to maximize sales. Our staff responsiveness and knowledge is unmatched in the automotive industry.”
Stoddard Porsche and Audi Willoughby in Cleveland, Ohio has been a Dealer.com client for 6 months. “I have already recommended Dealer.com,” said Ceil Cohen, Online Business Director. “Working with the entire team has been a great experience with knowledgeable people eager to do the right thing all the way to the goal line. WOW. They have gone above and beyond my expectations almost every encounter.”
Other companies that use the NPS system to measure customer loyalty and improve customer service operations include General Electric, Proctor & Gamble, Allianz, American Express and more.
Dealer.com’s suite of online marketing solutions is the only set of tools that effectively creates a 360O view of auto dealers’ online and traditional marketing investments and results. Dealers are easily able to track spending and determine which activities are leading to the highest return on investment, allowing them to streamline advertising and marketing efforts into targeted activities that increase sales and improve the bottom line.
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