ARLINGTON HEIGHTS, Ill., Jan 04, 2012—FleetMatics, a leading global provider of fleet management solutions for commercial vehicles, announced today that the company received what is believed to be outstanding customer satisfaction ratings. The accomplishment was received through a recent customer satisfaction survey that utilized the calculations of the Net Promoter Score (NPS)(R). It is believed that the NPS model is a useful and practical method for measuring customer loyalty.
In a recent customer satisfaction study, FleetMatics earned an NPS ranking of 54 which is believed to be outstanding, as scores of over 50 are considered excellent. FleetMatics NPS scores also improved year-over-year, another sign of continuous improvement in meeting customer needs.
The NPS is a customer loyalty metric for using feedback to fuel customer-centric solution innovation and business growth. The metric measures the percentage of customers who are likely to recommend FleetMatics to friends or colleagues in the marketplace. NPS rankings were developed by Satmetrix, Bain & Company and Fred Reichheld, and were first popularized in the book, The Ultimate Question. The ranking has since been embraced by leading companies around the globe as an effective method to measure customer loyalty. NPS goes beyond rudimentary customer satisfaction scores, as it links intentions of customers with the actions they will most likely take to increase customer referrals and purchase behavior.
Customer Voice Critical in Meeting Evolving Market Needs
“FleetMatics strives to meet the evolving needs of our customers and we rely on continual customer feedback, including the Net Promoter score to help us do that,” said Jim Travers, CEO of FleetMatics. “Our high NPS ratings showcase the fact that our customers are highly pleased with their customer experience, furthering our belief that FleetMatics is the trusted name in GPS fleet tracking.”
Brendan Sullivan, Vice President of Global Marketing, added, “At FleetMatics, we continue to place a high emphasis on measuring customer feedback and the NPS rankings have been instrumental in guiding the path we take in continuing to invest in enhancing customer service.”
About FleetMatics
FleetMatics is a leading global provider of fleet management solutions for small and medium-sized businesses delivered as software-as-a-service (SaaS). The company’s solutions offer real-time insight into vehicle activity that reduces operational costs and improves customer service. FleetMatics now serves over 14,000 customers, has installed more than 200,000 vehicles worldwide, and is adding thousands of vehicles monthly. Its SaaS and mobile application gives businesses anytime access to real-time data about their business.
The company’s world headquarters are in Ireland, with U.S. headquarters in the Boston area and additional offices in Atlanta, Chicago, Charlotte, Clearwater, and Phoenix. FleetMatics is the parent company of SageQuest. For more information, visit http://www.fleetmatics.com or call 866-844-2235