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.

The Best Choice
Whether it is a decision about your best strategy or the best production plan on a project learning how to make effective choices is critical.
Related Article
Different Heights Require Different Skills and Gear
As contracting businesses grow the leadership focus, strategy, org structure and processes must change. Think about building a business the same as you would hiking up a mountain with each different phase requiring different skills and different gear.
Related Article
Problem Finders vs. Problem Solvers
Patty McCord represents the shift that construction contractors must make in how they view HR’s role as it integrates with the company’s strategy and execution.
Related Article