Auto Insights Newsletter | December 2023

Client Satisfaction Survey

Clients are our heartbeat

At Lightstone Auto we place clients at the heart of our business, ensuring that every innovation, solution and process is designed to simplify the complex for professionals in the motor industry. This is why client feedback and measuring customer satisfaction is so important to us.

We recently conducted our bi-annual client satisfaction survey. This survey not only aims to identify areas where we can improve processes and products to meet client needs, it also measures and tracks Lightstone Auto’s Net Promoter Score (NPS) – the global standard in measuring and benchmarking client experience.

The survey serves as a vital gauge for Lightstone Auto, offering insights into our performance from the perspective of our clients and helps us ensure we deliver on our promise to you.

Overall results

Just over 8 000 clients participated in the survey, resulting in an overall NPS score of 63.84%.

Importantly we have seen a decrease in detractors (dissatisfied clients) – down from 11% in September 2022 to 9.75%.

Net Promoter Score

Net Promoter Score: 2022 vs 2023

NPS is measured by subtracting the percentage of detractors from the percentage of promoters, so a score can range between -100 (if all your respondents are detractors and +100 when all your respondents are promoters).

Net Promoter Score Scale

Bain & Company (the creators of NPS) note that a NPS score above 50 is excellent and above 80 is world class. According to aggregated data, the average Net Promoter Scores for B2B industries range from 25 to 68.

Net Promoter Score scale

Measuring Lightstone Auto solutions

We not only measure our overall score, but how satisfied clients are with our various Auto solutions.

NPS categories

Thank you for your feedback

Thank you to all our clients who participated in the survey. We will use this feedback to inform how we innovate and improve our services in 2024. We already have some exciting initiatives planned in the coming months that reinforce our commitment to providing valuable solutions that solve real-world problems and help build long-term value.

Survey winners

All clients who participated in the survey were entered into a lucky draw to win one of three mini UPSes.

Congratulations to our winners:

Lee Stapelberg (McManus Nissan Piet Retief)
Phanuel Mokoto (Rustenburg Motorama)
Johannes Botha (Chariot Auto)

We simplify the complex