GS Yuasa launches NPS scheme to enhance customer experience

GS Yuasa Battery Sales UK Ltd has implemented a Net Promoter Score (NPS) system in its operations with the aim of enhancing its customer experience.

The NPS is a globally recognised customer loyalty metric that gauges customer sentiment on a scale from -100 to 100. It asks one simple question: “On a scale of 0-10, how likely are you to recommend our company/product/service to a friend or colleague?”

Customers who rate 9 or 10 are classified as ‘Promoters’, while those who rate 0 to 6 are ‘Detractors’. The score is calculated by subtracting the percentage of Detractors from the percentage of Promoters.

James Hylton, MD of GS Yuasa Battery Sales UK Ltd., said: “We’re excited about the opportunities that the NPS scheme presents. Every one of our customers’ individual experiences are at the heart of everything we do.

“With this feedback system, we’ll be able to listen more effectively to our customers, better understand their needs, and make enhancements that truly matter to them.”

Customers will be able to provide feedback by simply clicking the link in the battery manufacturer’s email signature, allowing GS Yuasa to shape and improve their services based on these insights.

“GS Yuasa stands at the crossroads of innovation and customer satisfaction. With this new approach, we are confident of delivering an unrivalled customer experience that truly sets us apart,” added Hylton.