➡️ Our algorithm uses three key factors when distributing volume: quality, cost, and location.
Net Promoter Score (NPS) is relied on to represent quality and has direct impact on the amount of volume we offer you.
The quality of the service you provide is directly determined through customer feedback. We leverage NPS to understand customer perception of the service delivered to them on each job. How customers feel after utilizing roadside assistance is critical to success. If a customer gives a provider-specific rating, that score will be used in the NPS portion of your Quality score. This ensures that your NPS score reflects the service you personally delivered. If that's not available, we'll continue using the full event experience NPS score as a fallback. We encourage you to educate your team on the importance of customer service. Making every interaction a good experience will help you not only maintain, but increase your job volume.
After each job is completed, you can let the customer know they will receive a follow up survey and that their response is a reflection of your work. The survey takes only a minute to complete and the more responses you receive, the better you will be able to really understand your teams strengths and weaknesses.
Know that when it comes to volume - our selection algorithm will only count responses when you are the FIRST AND ONLY provider called to assist. Other customers still receive an NPS survey, and we will show you these responses.
Listening to what customers have to say via NPS (the good, the bad, and the neutral) is the best way to ensure repeat customers and drive your business to succeed. With quality, cost and location all within your control, you have influence over the amount of potential volume you receive.
Why NPS?
Net Promoter Score (NPS) is a trusted metric used by businesses all over the world to measure customer loyalty by analyzing customers’ willingness to recommend a business, product, or service. It is our best way to quickly and efficiently obtain a customer's feelings towards the service they received.
🔍 For a deeper dive into understanding and calculating NPS see: Understanding Net Promoter Score (NPS): The What, the How & the Why