NPS Intelligence (beta)

Advance Auto Parts reported improving customer metrics with Net Promoter Score rising during earnings call.

Advance Auto Parts reported Net Promoter Score rising from the high 60s to nearly 80 points in Q2 2026, alongside improved in-store attachment rates.

We know we need to be measuring things like NPS and providing that feedback. And so we're doing all of the things that I think good aftermarket auto parts companies should be doing.

The first one is NPS, which strives for continuous improvement in customer service, and the second is time to serve, where we target under 40 minutes for delivery time for Pro orders.

Separately, to monitor the performance in our stores, we have also launched a new Net Promoter Score, or NPS metric that is collected through customer transactions.

The reduction in turnover is contributing to improvements in our Net Promoter Score, which highlights that our investments are translating to an improved customer experience.

And we remain focused on strengthening the customer experience and increasing net promoter score. Behind a strengthened customer value proposition, we opened 31 stores and 8 Worldpac branches in 2021 as we began to ramp market expansion.

We believe these investments have enabled us to attract the very best parts people in the business and are enabling continued improvement in primary execution metrics, like Net Promoter Score, units per transaction, and ultimately, sales and profit per…

And we're very excited that our team members are appreciative of everything that we've done, our org health scores are up, our turnover is down, our customers are rating us higher on net promoter scores.

We did an excellent job with the DieHard launch overall and saw year-over-year Net Promoter Score improvement across all channels. In summary, our topline performed well in the third quarter, driven by the factors just discussed.

We had the highest NPS scores we’ve had in a while during the middle of the pandemic, so that obviously we did a good job of preparing our stores.

…Four, our field team continues to improve on key execution metrics, including units per transaction, weekend coverage and net promoter score.

We see that in our Net Promoter Scores. That's obviously helping us.

Our net promoter scores started to improve, our website traffic started to grow. We saw our awareness go from 28% to 32%.

We’re seeing that in metrics like net promoter score, in the number of times we greet our customers, all of the things that we measure on our mystery shop profile are much better.