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.




Good or Bad is Just Perception
“There is nothing either good or bad but thinking makes it so.” - William Shakespeare It’s too easy to frame things that happen as good or bad. Try to frame things simply as events and accept that you can choose to perceive them however you want.
Incentive Compensation for Contractors - Prerequisites
From Stephen Covey’s top selling book, “Seven Habits for Highly Effective People,” Habit #2 is to “Start With The End in Mind.” This principle applies to organizations in general and incentive programs in particular.
Cash Flow Tip 7 - Schedule-of-Values
Having a good SOV and billing format will set you up for cash flow success throughout the project.