Volkswagen PassatBesides the upcoming Arteon, Volkswagen Passenger Cars Malaysia (VPCM) is also introducing
From now on, Volkswagen’s most powerful cars will bear a very different looking R.
Volkswagen Passenger Cars Malaysia (VPCM) today launched the limited edition UNITED range, consisting
At the ongoing 2019 Frankfurt International Motor Show, Volkswagen has unveiled its brand new logo, alongside
The Merdeka celebration is not over for Volkswagen fans, as Volkswagen Passenger Cars Malaysia (VPCM)
As part of the new normal, Volkswagen Passenger Cars Malaysia (VPCM) is now offering free delivery of
As part of the year-long celebration for the outgoing Volkswagen Beetle, Volkswagen Passenger Cars Malaysia
The current Volkswagen Tiguan has been on sale here since 2017, and it desperately needs a facelift,
The new 2020 Volkswagen Passat facelift (B8 generation) made its local debut last week with less power
3/4 view of the facelifted Volkswagen Tiguan, shot by CocheSpias.Volkswagen Tiguan was launched here
The same can be said about the Volkswagen Passat, but the Accord does it in a Japanese way without the
The annual Volkswagen Fest, better known as ‘Volks Fest’ will return for the third year running
Volkswagen Passenger Cars Malaysia (VPCM) celebrates the Tiguan for being the best seller, breaking six-million
Starting with the 2020 Volkswagen Passat 2.0 TSI Elegance, well evaluate all aspects from driving performance
Following Volkswagen Passenger Cars Malaysia (VPCM) axing the Mk5 Polo from its local line-up, the title
Vento for the now-discontinued Jetta.And that is not a bad thing either, as the Volkswagen Vento is
There was a time when the Volkswagen Passat was priced closer to a BMW 3 Series or a Mercedes-Benz C-Class
Volkswagen Passenger Cars Malaysia (VPCM) has introduced a new aftersales service called Walnut Blasting
** This article is the personal experience of a 2015 Volkswagen Polo 1.6MPI Hatchback owner and does
published by the South East Asian safety body, the MG ZS scored a 5-star ASEAN NCAP rating but its overall score
2x profit. 80% lower employee turnover. 5x higher NPS score. These are few of the examples of the business impact of Qualtrics #XM at Volkswagen Group Australia! "Volkswagen has long recognized the value of experience, and partnered with Qualtrics to de…https://t.co/qKR3Sfter0
and NPS is... Net Promoter Score, the next big thing in customer loyalty. We've just launched an NPS platform for Volkswagen last month.
There are two methods you can use to help contextualize your score – the absolute method and the relative method. The absolute method involves comparing your score to a loosely agreed upon standard for what a good score is, across all industries. The relative method involves comparing your score to other companies within your industry. I’ll go into both methods below, but for the relative method, we’ve created a simple tool that allows you to ,compare your NPS with others in your industry,. Simply enter your NPS score, select your industry, and we’ll show you how you stack up. You can also get a bird’s eye view across all industries and see how they compare with each other. The absolute method The official NPS specification deems anything above 0 a good score. This means you have more promoters than passives and detractors. Anything under 0 means that you have more detractors and passives than promoters. But while 0 is considered a positive NPS, companies with scores of 0 aren’t actually providing a good experience in absolute terms. Here’s a breakdown that can help you approximate how well you’re doing: -100-0:, The majority of people experiencing your product or brand are having a bad experience and are spreading the word that you should be avoided. 1-30:, This an acceptable range to be in, but there is a lot of opportunity to improve. 31-50:, This is where most companies tend to live. A company in this range places value on a quality customer experience and are generally delivering it. 50-70:, These companies are doubling down in customer experience and it shows. Some of the most beloved brands have an NPS in this range. 71-100:, This is the Holy Grail of NPS, and rarely attainable. The range is reserved for the absolute best companies in the world. The relative method The second way to know if your NPS is good or not is to compare your score relative to industry benchmarks. Average scores vary widely across industries. Some industries are notorious for providing less than stellar customer experiences, but they continue to thrive in spite of their low scores. This can happen when a company provides a critical service, or has very little competition – think utilities, cable providers, etc. Other industries live and die by their NPS and could not exist without delivering a high-quality differentiated experience. These companies are either in highly competitive markets and must compete on a differentiated experience, or their core product is inherently experiential – think luxury consumer products, hotels, etc. Here are some industries with the ,highest, average NPS scores: Auto dealers GM, BMW, Honda, Cadillac, Ford, Buick, Chevrolet, Nissan, Volkswagen, Hyundai, Audi, Chrysler, Subaru, Jeep, Kia, Dodge, Toyota, Mazda, Mercedes-Benz, Lexus Software Adobe, Microsoft, Google, Intuit, Sony, McAfee, Activision, Apple, Symantec, Blackboard Computers & tablets Lenovo, Sony, Compaq, Gateway, Dell, eMachines, Barnes & Noble, Acer, Hewlett-Packard, Toshiba, Amazon, Apple Here are some industries with the ,lowest, average NPS scores: Health plans Aetna, Anthem, Humana, Coventry Health Care, Blue Shield of California, Health Net, Highmark, CIGNA, Medicare, United Healthcare, Kaiser Permanente, Medicaid, TriCare Internet service AOL, AT&T, Verizon, Cablevision, Charter Communications, Comcast, Time Warner Cable, Cox Communications TV service Comcast, DirecTV, AT&T, Cablevision Optimum, Bright House Networks, Time Warner Cable, Charter Communications, Verizon, Dish Network, Cox Communications A word of caution about benchmarks NPS industry benchmark comparisons are great for knowing how you stack up against your competition, and can help you understand the amount of incremental investment you should be making into improving the customer experience. However, anchoring on your competitors’ scores will place an artificial ceiling on your potential. Breakthrough companies often compete on a differentiated experience, allowing them to grow through word of mouth while stealing market share. If you stop improving your customer experience, a competitor will inevitably seize the opportunity to surpass you. Just because customers have tolerated a poor experience to date, doesn’t mean they will forever.