The Net Promoter Score / System (NPS) is a simple but rigorous survey methodology.
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.