Point S continues to grow in the U.S., fueled by increase in NPS

PORTLAND, Ore. — Point S Tire & Auto Service USA continues to grow, both within its footprint and to new markets across the U.S.

According to Clint Young, director of sales and business development, the marketing cooperative has grown by around 35 stores in the last 18 months, including 17 over the past year.

Point S not only increased within its existing footprint — adding locations in Idaho, Oregon (Portland area) and Washington (Seattle area) — it also expanded to as many as 10 new markets as it marches East.

Those new markets include four locations in Nebraska, three in Louisiana, two in Tennessee (near its new Memphis distribution center, which opened in 2017) and one in Mississippi. By year-end, Point S expects to have locations operating under its umbrella in Arkansas and Kansas, among others.

"We are pushing farther above 200 (locations) than we have before," Mr. Young said.

He attributed much of the growth to members' satisfaction, as evidenced by a recent spike in the Point S Net Promoter Score (NPS), a detailed survey that measures satisfaction among co-op members.

This year, the score is at an all-time high of 69, up from minus 7 just four years ago. Renowned retailers such as Costco Wholesale Corp., USAA Insurance, Nordstrom Inc. and Amazon.com Inc. usually score in the 70s.

According to Mr. Young, NPS is "the gold standard for surveying customers on how well you're performing."

"Our co-op was created in 1983, with a singular mission in mind — 'we exist to make our members successful' — and I challenge my leadership team to live that mission every day," Point S CEO Walter Lybeck said.

Mr. Lybeck said his team's mission is to grow the company strategically.

"As the industry faces disruption, bankruptcies, and further consolidation — the success and satisfaction of our Members have never been more important," Mr. Lybeck said. "Success in our industry is simple: provide the products, tools, and resources for independent tire dealers to make money and help them satisfy their customers. Those tools are fostered in our member's showroom, not in a boardroom or driven by tire vendors."

As Point S eyes further growth, it first will look at expanding in Tennessee, where multiple states can be serviced. Then, Mr. Young said, Point S will look to "fill in the dots" in its existing footprint, particularly in the Northwest.

To make that a reality, Point S recently hired a recruiter to focus on the Washington market, near Seattle/Tacoma.

"We've got a great team; we're focused on growing the Point S brand and helping our members be successful," Mr. Lybeck said.

"That's why our Net Promotor Score keeps climbing. Our members' loyalty is amazing, and will it fuel our success as we continue to cement our position as the largest cooperative of independent tire dealers on the planet. I hope it's a beacon of opportunity for independent tire dealers to join."