Blackcircles.com is a United Kingdom online tyre retailer.
It was founded by the Liverpool-born entrepreneur Mike Welch OBE in 2002 and sells to around 100,000 customers in the UK – making it one of the largest online tyre retailers in the country.
Customers book and pay for their tyres online before having them fitted at one of their network of 1,900+ fitting centres. Blackcircles has a unique relationship with Tesco, allowing customers to receive up to 3x Clubcard points when buying tyres through them. The company has offices in the Scottish Border town of Peebles and the Scottish capital, Edinburgh. Blackcircles franchises were launched in 2006, allowing independent garages to sign up to its stock-checking and ordering system.
The company's website was created by Welch in August 2007, which allows members of the public to ask fully qualified mechanics for free advice about motoring problems.
In May 2015 tyre manufacturer Michelin purchased the company for £50 million. Michelin, which boasts 112,300 employees and operates 68 production plants in 17 countries, will also link Blackcircles with its popular distributor ATS Euromaster.
NPS is a customer loyalty metric that measures customers’ willingness to not only return for another purchase or service but also make a recommendation to their family, friends or colleagues.
It is a powerful and effective technique, which can greatly increase a company's revenue if used properly.
The main advantages of NPS are close correlation with a company's growth and easy collection, interpretation and communication of the data.
Yes, it is.
Net Promoter Score is a number from -100 from 100.
Scores higher than 0 are typically considered to be good and scores above 50 are considered to be excellent.
The industry average for Consumer Brands / Retail/E-tail is 50.
The final Net Promoter Score of a company strongly depends on a context in which the satisfaction is measured.
Consider an example: If Blackcircles.com sends out NPS surveys immediately after purchase, they are tracking their customers' initial excitement and the checkout experience.
On the other hand, if they survey their customers a few weeks after the purchase they are also tracking how satisfied their customers are with their products and services over time.
Therefore, comparing the NPS score of Blackcircles.com with your own without any further context is not that useful.
What is extremely useful though, is using the NPS methodology to track the satisfaction of your customers over time. That's where Customer.guru comes in.
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