Case Study: Speedway Motors achieves a Net Promoter Score of 84 and boosts survey response with CustomerGauge

Putting Customers in the Driver’s Seat with Net Promoter®

Speedway Motors, “America’s Oldest Speed Shop,” has supplied performance parts and expert service to car enthusiasts since 1952. As the business grew into an omni-channel retailer, its manually managed NPS program produced very low feedback (about a 3% response rate), leaving the company without a scalable way to monitor customer experience across channels.

In August 2017 Speedway Motors implemented CustomerGauge to automate surveys across ecommerce and in-store touchpoints, using APIs, reminder emails and digital signage plus a structured closed‑loop process. The result: response rates jumped to 17–22%, more than 250,000 customers were surveyed across seven touchpoints, shipping issues were identified and corrected, an in‑store pickup option was launched, and overall NPS rose to the high‑80s (84), well above the retail average.

Speedway Motors

Pat Orth

Survey Manager