As you know, one of the benefits of being a SATISFYD customer is that you can see how your organization stands against competitors with our competitive industry benchmarking reporting.
Our 2022 Benchmark Report for Voice of Customer was updated on Jan. 15 2023, and we want to share our thoughts about the results with you.
Recommended dealer NPS scores increased from 2021 to 2022 for the Parts, Sales and Delivery, and Rental departments. The NPS score for the Service department was down year over year.
We were surprised that the Parts department was not lower as we thought the customer might still be frustrated about parts availability. Our assumption is either parts availability has improved or customer communication has improved - both can significantly impact satisfaction.
The NPS benchmark for the Sales and Delivery survey also increased; however, dealers still have an opportunity to get better at explaining products' operating features.
The big surprise this year is that while all the other NPS scores increased year over year, the Service survey benchmark decreased from 2021. Dealers may need to work on improving repairs, making them correct the first time, and better communicating estimate and quote changes.
Overall, we're satisfied to see that the benchmarks are increasing. This may be the result of some bounce occurring after resolving frustrations experienced during the pandemic and retooling operations to be more focused on the customer and employee.
We hope dealers continue this improvement trend and look forward to helping guide this process with the insights driven by our programs through 2023.
Today, success is not exclusively linked to profit margins but also to the quality of customer and employee experiences. That's why knowing the benchmarks for key metrics, such as Net Promoter Score (NPS), Employee Net Promoter Score (eNPS), and Online Reputation Scorecard are key indicators to help you improve customer satisfaction, better employee engagement, and gain a competitive advantage.
Want to see the specific benchmarks not only for the customer experience side but also employees and online reputation? we got you covered. The 2022 SATISFYD CUSTOMER & EMPLOYEE EXPERIENCE BENCHMARK REPORT provides benchmarks specifically for the equipment industry.
Measuring the performance of more than 1,000 dealers of top equipment organizations from across the United States, Canada, and Australia, it is a powerful tool to help you assess how you stack up against the competition and create a strategic plan to improve. Download your copy here 👇