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.

7 Major Stakeholder Groups in Ownership Transitions
As contractors plan for ownership transitions, there are seven major stakeholder groups that will sometimes have competing wants and needs that must be identified and brought into alignment.
Related Article
Retirement Onboarding - Post-Retirement Business Involvement
Contractors are a special breed of people. We work “Mach 5 with our hair on fire” for decades, putting in 50-90 hours per week. We love the industry and want to stay involved.
Related Article
Jack Welch - Any Jerk Short-Term Earnings
The ultimate measure of a leader is how well their business unit performs AFTER they are gone. With the construction industry talent shortages leaders must focus on building other leaders at an accelerated rate just to maintain market position.
Related Article