Sytner JLRS Division
Alex Benge (left), General Sales Manager, congratulating Kim Simpson.
Award Nominee, March 2025
Our New Car NPS ranking took an unexpected tumble during Q1 and by the end of February we weren’t just below national average and in the red, but at the bottom of our Divisional league table.
With the Sales team in complete shock and disappointment, Kim took it on herself to work it backwards on just how many promotors (9/10’s) will be required to reach 95% before quarter end and back in the green. It would take “40” more promotor responses within the next four weeks to reach our goal, one that I thought might be a bridge too far!
Kim put up a score board in the dealing den to make it visual and got to work providing the Sales team every day their client contact details and pushed the team to reach out. The surveys started to roll in with amazing comments about individual colleagues, though I still felt it was a massive ask. Even with a week to go we still required a handful of promotors and Kim didn’t stop pressing on, WhatsApp’s lit up my phone over the weekend prior to month end as Kim watched every return and messaged the team!
With only hours to spare on the 31st March we received a grand total of 56 returns for the quarter and reached the 95% goal which was an incredible achievement and although it was a team effort in encouraging clients to take the time to respond it was Kim that drove that final result.
A massive well done and thank you Kim.
