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.




ABC Communication for Clarity
The only valid measure of clear communication is whether the other person(s) understood it as it was meant to be understood. Clarity of communication is not about perfect grammar, format, or frequency though all those play a factor in understanding.
Talent - Sustainably Integrating the 4 Priorities
When assessing the strategic importance of investing in your talent acquisition and development processes at the field leadership level it is important to understand the depth of the talent shortage over time.
Feedback vs. Criticism and Self-Development
Self-leadership and self-development are incredibly important habits for everyone. For those who are in positions to lead and influence others, these are some of the most critical habits to develop in others.