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.

The Business of Building Series

Building projects requires technical expertise and resources. Building a construction business is about developing and aligning those capabilities with customers. Growth and time require different leadership focus, strategies, systems, and structure.

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Clear Installation Information

For a contractor to maximize their labor productivity, they need to start with clear information provided to the crews doing the actual installation. Good information is the first of the six pillars of productivity and means several things:

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Leading Growth through Building People

Southwest disrupted the airline industry by a relentless focus on building their people around a culture of fun, hard work, and hands-on leadership. Contractors with that same level of focus on their people and culture will dominate the industry tomorrow.