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.

Incentive Compensation for Contractors - Prerequisites
From Stephen Covey’s top selling book, “Seven Habits for Highly Effective People,” Habit #2 is to “Start With The End in Mind.” This principle applies to organizations in general and incentive programs in particular.
Related Article
Want Does Not Create Capability
Having a vision, want or even a need means nothing. It is only through planning, hard work and time that you will achieve your goals.
Related Article
Rigorous Questioning Develops Critical Thinking
Thinking is really just about asking ourselves then answering a series of questions to help us make a good decision. Critical thinking is quite simply asking ourselves a more complex set of questions then answering them from a larger base of knowledge.
Related Article