net promoter score

Porsche’s battle to improve customer service and the Net Promoter Score

When buying luxury goods the expectation is you are also buying a high level of customer service along with the premium brand product.

It’s part of the luxury brand experience that makes the high prices easier to stomach.

But during a talk at our Jump 2012 event yesterday, Porsche’s head of customer experience Nina Jones explained some of the challenges that the company faces in trying to maintain high standards of customer service.

Porsche currently sells five different models which means it has a surprisingly diverse customer base, ranging from “teachers to celebs”.

It sells around 12,000 new and approved used cars each year and Jones said that one of the aims of delivering excellent customer service is to turn these owners into advocates for the Porsche brand.