Managing the Financial Side of Commercial Fleets

Donlen Releases Net Promoter Score

March 03, 2015 - Press Release

Donlen has released its 2014 customer satisfaction scores showing a 1 percent increase from the previous year.

Customer satisfaction levels increased, and overall, 97 percent of Donlen customers were "satisfied" to "extremely satisfied" with Donlen. In addition, Donlen achieved a Net Promoter Score (NPS) of 63, which is more than four times the national average.

"Exceeding customer expectations is the core value driving everything we do at Donlen. It's gratifying to see this validated through an NPS score of 63," said Rachel Hands, senior vice president of sales and client relations. "While this is more than four times the average for U.S. companies, Donlen is committed to increasing this score further through continuous improvement in the innovative solutions and cost savings we bring to all our fleet customers."

The NPS methodology asks the key question, "How likely are you to recommend Donlen to a friend or colleague?" The response options will range from zero for "not at all likely" to 10 for "extremely likely." Scores selected as a nine or 10 are considered promoters, and scores from zero to six are considered detractors.

The result is calculated by subtracting the proportion of detractors from the proportion of promoters and converting the number to a percentage, which equals the Net Promoter Score. Companies that achieve an NPS of at least 50 percent are considered "world class."

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