Measuring Customer Satisfaction - Net Promoter Score

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

D. Brown Management

February 12, 2019 2 minute read

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:

On a scale of 0-10, would you recommend ABC Construction for your next project?
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.

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TOOL: Effective Scoreboards & Scorecards Outline

One-page summary that can be used with your team to align them around the why, what, and how of effective scoreboards and scorecards. Next steps include worksheets to inventory and evaluate your current state of scorekeeping and designing the future.

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