Measurement of Net Promoter Score (NPS) for building contractor

Client description

  • Major PLC building contractor and manufacturer operating in the UK and across Europe

Project objectives

  • To measure Net Promoter Score and customer service ratings across all the main businesses within the UK.
  • To compare and track NPS across these businesses.
  • To provide a key performance indicator across a range of businesses.

How we met the objectives

  • Interviews with customers of all the UK businesses to assess views and ratings of different aspects of each business.
  • Identification of NPS scores for similar operations in the UK to provide a benchmarking measure.

Benefits for the client

  • Identified strengths and weaknesses across its UK businesses.
  • Used NPS as a tracking measure and key performance indicator.