Simple Tire LLC is growing, and its customers are giving the online tire retailer high marks. A survey of more than 1,000 customers earned the company a Net Promoter Score (NPS) of 76.
Satmetrix is co-developer of the Net Promoter methodology, which it says measures customer experience, and predicts business growth.
In 2016 the highest NPS any brand or company received in annual rankings by Satmetrix was 80 — and it was earned by Nordstrom, which was the top-rated department store and specialty store.
In its own survey Simple Tire asked 1,086 of its customers "How likely is it that you would recommend SimpleTire.com to a friend or colleague?"
Using a zero-to-10 scale, from "not at all likely" to "extremely likely," the NPS is calculated as the percentage of customers who give a company or brand the highest rankings, a 9 or 10, minus the percentage who score the company or brand at 6 or below.
Simple Tire says the high marks explain "the year-over-year doubling in sales growth" the company has experienced. "Customers are finding it to be a better tire buying experience thanks to aggressive pricing, the largest selection of tires, and an optimized e-commerce website. As a result, they are coming back to make repeat purchases and telling their friends.
Josh Chalofsky, chief operating officer for Simple Tire, says, “For some time now, I’ve been well aware of how customers feel about our business, but to see it summarized with NPS in this way, and compared to other industry leaders, is eye-opening and exciting.
“We’ve worked hard to create a seamless buying experience that integrates independent suppliers, our website, and an installation network. We will continue to improve and add to every point in the customer value chain.”
Simple Tire conducted its survey during the first two weeks of March 2017 with customers who had purchased tires in the previous six months.
For more information about SimpleTire, visit www.SimpleTire.com.