Christian Brothers added 18 new franchises in 2015 and is continuing into 2016 with the same momentum. There are now more than 150 existing Christian Brothers Automotive franchise locations in 24 states.
Christian Brother’s exemplary Net Promoter Score shows how much customers trust and respect the brand and its franchisees
At Christian Brothers Automotive franchise we’re devoted to the customer experience. We take great pride in defying the low expectations people often have of auto repair facilities. We work with a company called Listen360 to keep close tabs on customer satisfaction. One of the key measures that we track is called the Net Promoter Score — a widely respected customer loyalty metric that gauges just how willing a customer is to recommend a product or service.
For the past six months, Christian Brother’s Net Promoter Score is 81, according to Listen360 — and it’s been rising. A year ago, the score was 78. These are extraordinary numbers for any brand, and especially noteworthy for an auto repair franchise. According to RepairPal.com, which helps people find certified auto repair facilities, the average Net Promoter Score for the auto repair industry is -13.
When Mark Carr opened the first Christian Brothers Automotive in 1982, he set out to create a light in a troubled industry — a place customers could trust and recommend to friends and family. Our Net Promoter Score isn’t just high for the auto industry, it’s higher than the scores reported for renowned brands like Costco (79), Nordstrom (66), and Apple (63) — brands that have become iconic thanks to their white glove service and commitment to customer experience.
What does a high NPS mean for a new franchisee?
The Christian Brothers Automotive franchise system is built with a servant’s mindset. Every day we ask ourselves how we can put customers at ease and treat them with respect. The Net Promoter Score shows that we are serving customers well, and are building and upholding a reputation for excellence that helps new franchisees build a successful business.
“Our high NPS score is just one way of affirming Christian Brother’s best-in-class standards,” says Josh Wall, Vice President of Franchise Development. “From Day 1 our new franchisees can trust that they’re partnering with a company that treats everyone — franchisees, their families, customers and community members — as brothers and sisters.”
How is a Net Promoter Score calculated
The NPS survey starts with one simple but very powerful basic question: “On a scale of zero to 10, how likely are you to refer someone to Christian Brothers Automotive franchise?”
The NPS number is calculated by surveying customers and asking them to rate a company on a 1-to-10 scale. 9s and 10s are considered promoters; 7s and 8s are neutral; 6 and below are detractors. The final NPS number comes from adding +1 for each promoter and subtracting 1 for each detractor and averaging that out across 100 customers.
Therefore, if 80 people are +1, 10 are neutral, and 10 are -1, your NPS Score would be 70, which would put you in same league as perennially high-rated companies such as Nordstrom, Costco and Steve Jobs-era Apple.
“A positive NPS score is usually seen as an effective predictor of customer satisfaction in the future, and it gives customers confidence and trust in a brand,” Josh says. “When a person recommends a service, they’re essentially attaching their name to it. They’re vouching for its authenticity.”
Passion for service common among franchisees
“In the 30-plus years we have been in business, not a single location has ever closed or failed.” Josh says. “This is a strong testament to what our ‘loving-your-neighbor-as-yourself’ approach to business can really accomplish and we think our NPS score is a great reflection of that approach.”
Brad Fink, who has operated a Christian Brothers Automotive franchise in Houston, Texas, since 2007, says the franchise is unique to the American business landscape.
“The type of franchisees Christian Brothers is looking for are going to be the ambassadors of the brand,” Fink says. “They will operate with a high level of integrity and take care of people in a kind, calm, and courteous manner. A servant’s heart is the most important ingredient for a Christian Brothers franchisee.”
Own a Christian Brothers Automotive franchise
Founded in Houston in 1982, Christian Brothers is an automotive repair facility based on a core philosophy of honesty, integrity, reliability and exceptional customer service. The company provides full-service automotive repair for all domestic and foreign vehicles, and prides itself on providing a pleasant, professional and clean automotive service experience every time. The company’s service model includes courtesy shuttles that make it easy for customers to drop their car off and get a ride to home or work. When the car is ready, they pick their customers up. This makes it easy for customers to have their vehicle serviced Monday-Friday. It also makes it possible for Christian Brothers to close on the weekends, and allow franchisees and employees to spend that time with their families, church, and friends.
If you’d like to learn more about owning your own Christian Brothers franchise, contact us to learn more. We’d love to start a conversation with you.
