Measuring net promoter score and customer satisfaction for a chain of plumbers merchants

Client description

  • National chain of plumbers merchants.

Project Objectives

  • To measure the level of satisfaction with aspects of their service.
  • To compare the net promoter score across a number of different branches.

How we met the objectives

  • Completed quarterly telephone interviews with both customers and non-customers for a selected group of branches to measure levels of satisfaction, NPS and areas of improvement.
  • Undertook frequent ad hoc research with specific branches where senior management believed there may be performance issues.

Benefits for the client

  • Provided clear view of branch service performance and comparison across the chain.
  • Calculation of market share estimate for each branch using information collected from the non-customer group.
  • Completed additional research to assess the market opportunity of opening new branches in different locations.