KPA reports adding 340 new clients in the first half of 2011, with the strongest growth in environmental and safety compliance services for dealerships.
OSHA citations and worker’s compensation costs are increasing for dealerships, according to KPA, and the average dealership spends $2.39 million annually on employee salaries. To mitigate the financial squeeze, dealerships across the country are turning to environmental and safety compliance programs designed to reduce workers’ comp rates, improve worker safety and reduce the risk of regulatory fines.
“It comes down to return on investment for a dealership to spend less than six hundred dollars a month for a thorough environmental and safety compliance service that takes care of the whole dealership,” says Vane Clayton, KPA chief executive officer. “That’s what we do, and our secret to success is that we focus on exceeding client expectations.”
To measure client satisfaction, KPA last year introduced the Net Promoter Score, a survey that asks clients if they would recommend KPA to a friend or colleague. Research shows that across all industries, and especially in the service sector, firms with the best NPS demonstrate superior growth relative to their competitors. KPA says that in the first half of 2011, clients gave it an 82 percent score compared to the industry standard for B2B companies, between 20 percent and 25 percent.