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.

Integrating Constraints and Strategic Targets
Available talent, capital, and work in the market are the basic constraints every contractor must work within. Understanding and managing all three better each year is the foundation of sustainable growth.
Related Article
Field Productivity Grand Slam
When contractors are truly successful at improving their field productivity it is like Mickey Mantle’s pivotal Grand Slam during game 5 of the 1953 World Series. The bases are loaded. You are at bat. The Big Four productivity home runs:
Related Article
Customer Ranking and Selection: Your First Strategic Decision
The first thing a contractor needs is a customer. With growth, the need to better define an "Ideal Customer" grows in importance - as does the need to say "NO" to bad customers.
Related Article