Our client, a prominent battery swapping network in North India, wanted to measure customer satisfaction and identify any improvement opportunities with their service. They engaged Marketgenics India Pvt Ltd to conduct a Net Promoter Score (NPS) Rating for Consumer Satisfaction Study to do this.  The aim of the study was to collect insight from customers, which in this case e-rickshaw drivers, assess customer loyalty, and review areas of potential development of the customer experience. 

Research Method:

Sample Size: The participants in the research consisted of more than 3,000 respondents across different areas and demographic segments of North India, who were all current Battery Swapping Network Customers.    

Data Collection: Our team used a standard survey questionnaire which included the NPS question which usually reads, "On a scale of 0–10, how satisfied are you with our service? Responses were collected through telecalling based on the questionnaire. 

Data Assimilation: Responses were then categorized into 3 categories based on the NPS Rating Group: 

• Promoters (rating 9-10): Loyal, and extremely satisfied customers. 


• Passives (rating 7-8): Customers that are moderately satisfied but not necessarily committed 


• Detractors (rating 0-6): Customers that are completely dissatisfied.

Key Findings:

• Net Promoter Score (NPS): The NPS measured for the study was +42, which notes a high level of overall customer satisfaction and overall loyalty; each promoter greatly outnumbered each detractor in the sample, indicating that most customers were indeed satisfied with the service.


• Promoter: Promoters (those assigned a score of 9-10) exhibited strong levels of satisfaction with the Battery Swapping Network while also expressing intention of recommending the service to others. Many even praised its reliability, prompt service, and environmentally-friendly options.


• Passive: Passives (those assigned a score of 7-8) issued a level of satisfaction with the service overall, but expressed an unwillingness to promote the service to others. Feedback from passives noted small desired adjustments to the service such as extending the area of service and lowering the price of the battery.


• Detractors: Detractors (those assigned a score of 0-6), while ranked a minority were a valuable source of feedback. Detractor dissatisfaction with the Battery Swapping Network was primarily caused by delays in service being provided and within operational issues, increased price-point for this service, and perceived lack of technical assistance. This group was a valuable source of information for identification of needed service developments.

Conclusion

In summary, the Leading Battery Swapping Network in India gained valuable insight from the NPS Rating for Consumer Satisfaction Study. Through the project, the clients customers were separated into Promoters, Passives and Detractors, providing the client with a full perspective of its customer base. The report highlighted its strengths, pointed out the weaknesses, and gave clear guidance on how to improve customer satisfaction ultimately driving expansion and retention.