Yesterday I went to get my oil changed at Jiffy Lube in south Austin. I’m usually a sucker for local businesses but I was in a hurry and knew I had a Jiffy Lube coupon. When my oil change was finished, the man who had been helping me let me know that I would be getting a phone call from customer service. He said they would ask if I were likely to recommend that store to a friend and that if I wasn’t going to give them a 9 or a 10 that I should let him know now so he could fix the situation. This question was such an obvious plug for getting their Net Promoter Score up. According to Wikipedia a Net Promoter Score (NPS) is “obtained by asking customers a single question on a 0 to 10 rating scale, where 10 is “extremely likely” and 0 is “not at all likely”: “How likely is it that you would recommend our company to a friend or colleague?”
The truth is I would have given this guy a 9 or a 10. The service was quick, he gave me new coupons to use next time and everyone was very friendly, but I was sort of turned off by him asking me to give them a good score. Shouldn’t their service speak for itself? Am I more likely to give him a good score since he offered to fix it if I wasn’t satisfied?
Many businesses are focusing very heavily on NPS as their main metric for customer service. I think it is a good metric but that companies should continue to focus on other metrics of success as well. Instead of asking me if I would recommend their company to a friend, they could have asked if I was satisfied with the level of service I had received.
I am impressed that Jiffy Lube is measuring their customer service success in general, but I think they should expand their range of metrics. What questions could Jiffy Lube ask their customers to gauge satisfaction?
{ 0 comments }
