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.




Managing Communications During the Preconstruction Process
Customer satisfaction and project success is largely determined by how effective the communications are managed during the preconstruction process.
Cash Flow Tip 15 - Contractual Compliance
Compliance with Contractual Requirements to avoid getting your payments held. Each contract, including the specifications, will have specific requirements for what you need to do each billing cycle to get paid.
Evaluating Levels of Importance and Desire
Your feelings about what is "Really Important" or "Urgent" are often lying to you, or at the very least, stretching the truth. Your calendar tells you the truth, even though you may not like what it says.