Measuring Customer Satisfaction - Net Promoter Score

One method of measuring customer satisfaction is the Net Promoter Score.

D. Brown Management Profile Picture
D. Brown Management
February 12, 2019 2 minute read
Share

The Net Promoter Score / System (NPS) is a simple but rigorous survey methodology. 

Scoreboard: On a scale of 0-10 would you recommend ABC Construction for your next project? What is the primary reason for your answer?

Regardless of how you measure it, customer satisfaction is critical for a contractor and must be top-of-mind for everyone when looking at their scoreboard.  

NPS starts with a couple of simple questions:

  1. On a scale of 0-10, would you recommend ABC Construction for your next project? 
     
  2. What is the primary reason for your answer?

The important part is the follow-up on the reasons cited in the second question for continuous improvement.

Turning this methodology into a regular system is what can really set contractors apart. We have seen some contractors who survey their customers each month throughout a project and are continuously improving each month. This ensures recurring work with satisfied customers.

8 Stages of Personal and Team Growth
Exploration expands our context. Learning and deliberate practice builds and demonstrates our individual productivity. Develop team productivity with four levels of leveraging yourself through others. Take an inventory of where you and your team are at.
Related Article
Aligning Projects and People
The business of building is largely about aligning projects and people. Contractors exist to build projects. People design and build the projects. The management team, structure, and systems bring it all together.
Related Article
Building a Systems Development Team - Industry
The pace of technology in construction has exploded and is only getting faster. The proliferation of mobile technology and widespread availability of fast internet on jobsites are the foundation and enablers of the technology explosion.
Related Article