We have always strived to achieve the highest standards of car maintenance our industry can offer, writes Matt Peacock, MD, Star Tech Ltd in Poole.

As technical specialists for Mercedes-Benz, BMW, Jaguar, Smart and Mini, it is vital that we provide an outstanding level of customer care, really listening to what our customers want and making every effort to deliver, evolve and thrive even during the most challenging times.

The only way we can do this is to get very real feedback from our customers.

So, back in October, we emailed everyone on our database and requested their opinions which in turn resulted in our Net Performance Score.

We were so pleased to see that our supportive customers didn’t just send it to the recycle bin, we had a resounding response!

For those that don’t know, the Net Promoter Score is a ranging index from -100 to 100.

It measures our customers’ satisfaction with the services provided and their loyalty to us as a company.

The survey also asks questions about how likely people are to recommend us on a scale of 1 to 10 and any changes we could make.

We can then use this data to help us improve upon our mission critical goals.

A good score is anywhere above 0.

Above 20 is favourable, 50 and above is excellent and above 80 is ‘world class’ according to Bain & Co, the source of the NPS system.

Now, we don’t want to blow our own trumpet too much but…we are so thrilled, Star Tech scored 87!

In comparison, the overall average in the automotive industry is -2, with the Mercedes-Benz and BMW brands themselves recently achieving 39 and 40 respectively.

Here are some comments received.

Star Tech’s survey asked “Is there anything more we could have done to make your visit better?”

• Absolutely not, Ricki was brilliant, as always, and kept me informed. Covid precautions made it all seem very safe and anxiety free. Well done Star Tech!
• We have always found your services very professional and efficient. It is a pleasure to deal with your staff who are unfailingly courteous and polite.
• Free cake
• To be perfectly honest just keep doing what you are doing. Found the experience and the professional service provided was a breath of fresh air.
• No – it’s always a pleasure walking through the door at Star Tech – you can be sure of good, honest service.

Despite such positive results, I won’t be taking my foot off the gas any time soon.

Considering the current lockdown, we are living through challenging times and Star Tech intends working hard to maintain momentum with further growth planned for 2021.

Watch this space!