Measuring Customer Satisfaction - Net Promoter Score

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

D. Brown Management Profile Picture
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.




Teamwork - The Five Foundational Stages to Results
Construction is the most complex TEAM sport there is and the teams that work best together win. It is that simple. The contractors who know how to develop the best teams are thriving in all market conditions including the shortage of construction talent.
Incentive Compensation for Contractors - Types of Programs
There are many types of incentive programs. The best approach is to look at each type and the details within them as a tool in a toolbox.
Benchmarks Only Tell a Partial Story
As the leader of a contracting business, you must be constantly focused on the basic scoreboard metrics of customer satisfaction, profitability, and cash flow. What’s a good number? What are others doing?