All customers who receive an emailed receipt have the option to score our service. NPS is a simple but powerful way to measure customer satisfaction and loyalty. High scores reflect your amazing service, connection with customers and the impact you make each day. It helps us understand whats working and where we can improve. Its a direct link to customer feedback

A huge shoutout to the Hornby team, who smashed it in August with a near-perfect NPS score of 97%! Your dedication to customer experience is inspiring — and you earnt the top spot and the $250 team prize.

We’re running the NPS challenge again this month — with another $250 prize for the team with the highest percentage score (against the maximum possible). New rule this month, to be eligible, your store must collect at least 20 NPS scores. In August, stores had between 175 to over 400 sales, so reaching 20 scores is absolutely achievable. Just keep encouraging customers to share their feedback — every score counts!

TIPS to Improve your NPS!!

1. Ask – A warm, personal ask makes customers more likely to respond

“We’d love your feedback — it only takes a few seconds and really helps us out!“

2. Wow – Follow the Sales Steps, go beyond the basics and focus on their expereince. A great experience will lead to a great score.

3. Promoters love friendly, knowledgable service and feeling valued – provide this and see scores rise

When you focus on genuinely helping the customer, the score will follow. Don’t chase numbers — chase great service moments. Have fun!!

T & C:

$250 to the team in September with 20 or more NPS scores, to be spent on a team event

% Scores = Total Score / Number of Scores x 5 (Max Score)