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.




Retirement Onboarding - Integrating Other People and Processes
Retirement Onboarding seems simple enough, but it cannot occur in a vacuum. Owners need to look at all of the stakeholders that will be affected by their decision.
The Leadership Vibrancy Curve
Leaders must navigate (1) the stages of contractor growth, (2) the phases of management team development, and (3) the arc of their own career and life. Maintaining the right levels of leadership vibrancy leads to sustainable scaling and succession.
Feedback - Build up, Don't Beat Up
Talent development is often slowed down because people don’t know how to give productive feedback. The skills of giving, receiving and acting upon feedback can be developed.