Blackcircles.com has received one of the highest Net Promoter Scores (NPS) of 2014, best-of-class against its industry peers and also ahead of well-known international brands like Amazon, Apple, Mercedes-Benz and Aldi. The company’s NPS of 84 is based on customers’ likelihood to recommend a brand to others and is calculated as the percentage of customers who are ‘Promoters’, rating the business 9 or 10 on a zero-to-ten point scale, minus the percentage who are ‘Detractors’, rating 6 or lower. It is viewed as the leading customer experience metric and provides a strong indication of a company’s relationship with its customers.
Blackcircles.com has announced a growth in revenue of 20 per cent to £27.8 million (versus £23.2 million in 2012). The online tyre retailer said that the latest full year results mean its revenues have a compound annual growth rate of 22 per cent since 2008. EBITDA increased to £1 million. The results follow the announcement of former Tesco chief executive Sir Terry Leahy’s appointment to the Blackcircles.com board.