School of Rock has been recognized by Listen360 with its Loyalty Champion Award in their inaugural Customer Loyalty Awards program. The award is a testament to the commitment of School of Rock to its customers and the impact the company has made in driving and investing in customer loyalty.
Becoming a Loyalty Champion is no easy feat, as it requires a deep commitment to providing an outstanding customer experience. School of Rock's impressive Net Promoter Score (NPS) puts it shoulder-to-shoulder with well-known customer experience leaders like Apple, Delta, and Chick-fil-A.
What is a Net Promoter Score?
The Net Promoter Score (NPS) is a metric that measures customer loyalty and satisfaction by simply asking customers how likely they are to recommend the business to others. Respondents are then asked to rate their likelihood on a scale of 0-10, with 10 being the most likely and 0 being the less likely.
Based on their responses, customers are categorized into three groups. Promoters are those who gave a 9-10 rating, passives are customers who gave a 7-8 rating, and then detractors are anyone who gave a 0-6 rating. Then, the actual NPS is calculated by subtracting the percentage of Detractors from the percentage of Promoters, which results in a score that ranges from -100 to 100.
An NPS of 70 or higher is considered excellent, as it indicates that the majority of customers are highly satisfied and would recommend the company to others. Achieving a high NPS requires a company to consistently exceed customer expectations, provide the best customer service, and build strong relationships with customers.
In the case of School of Rock, an NPS score of 84 in 2022 and an NPS score of 86 halfway through 2023 is a testament to the company’s commitment to providing an excellent customer experience and building a loyal customer base.
For more information about franchise opportunities at School of Rock, please visit https://www.schoolofrock.com/franchising.