About

Net Promoter Scores for ACCS Units

ACCS receives high customer satisfaction ratings across all of its core services 

Description

Photo: 9S bus and driverNet Promoter Scores are a method of determining customer satisfaction and approval. They are calculated by subtracting those who would not recommend the organization's services from those who would recommend them and consider themselves highly satisfied.

Importance

Net Promoter Scores indicate how Arlington residents, employees, and visitors rate the services provided by ACCS. This is a key measure of how successful ACCS is in delivering services to promote the use of non-SOV modes of travel.

Current Status15

ACCS' Net Promoter Scores, which range from 96% to 49%, compare very favorably with America's most highly regarded companies. Banking firm USAA has a score of 82%, Costco 79%, eBay 71%, Apple 66%, FedEx 56% and Southwest Airlines 51%.

This high rate of satisfaction has translated into a devoted customer base for ACCS services. For example, more than eight in ten of Commuter Store customers surveyed in 2012 indicated that they would definitely return to the Commuter.

ACCS receives high customer satisfaction ratings across all of its core services.

Endnotes

152012 Commuter Store Study