CEO Juice tracks customer satisfaction levels for the majority of large dealers in North America using Satmetrix's Net Promoter Score. Last year we sent 2,345,164 survey requests and received 227,237 responses. We survey after every service call as part of the process to close the call, typically people respond when things went really well or really badly.
The entire process is controlled by us and therefore we are able to "certify" the numbers. Our clients do not have the ability to change the data and we store a copy of our clients scores on our servers.
We are highlighting three groups of companies;
1. Perfect Score
A perfect score for a year means that EVERY response scored a 9 or 10 when asked "On a scale of zero to ten, how likely are you to recommend us". There are years when no dealer scores this, we have only had one dealer achieve it 2 years in a row. See here for how difficult this is.
2. Juice Top Ten
This is the top 10% of all dealers using the CEO Juice system.
3. World Class
A score with a NPS above 70. The average US company has a Net Promoter Score of 10. Given the NPS range of -100 to +100, a “positive” score or NPS above 0 is considered “good”, +50 is “Excellent,” and above 70 is considered “world class.”
The results are released in January for the previous year.
For all results we are also showing the number of responses and we do not calculate responses if there are less than 5 responses in a month or 60 for a year. As the number of responses increase the potential for a Perfect Score decreases.
Only surveys responded to by the 4th of January are used for calculations.
We show responses with 2 decimal places but rank based on the exact number. If multiple dealers have the same score all are included.
Scores can be seen here. If you are interested in seeing how your company is doing for this year, click that link, (1) pick the date range and apply or (2) login to see your score, (3) shows you the total number of companies.
Your latest Net Promote Score brochure will show you where you are ranked for YTD. In this example with 342 companies anyone ranked 34 or better would be Juice Top Ten.