Net Promoter Score (NPS) research is a proven way to measure customer loyalty and service performance in the construction industry and wider built environment. It provides a clear, top-level snapshot of how customers perceive your business, expressed through a single, easily digestible score. We provide Net Promoter Score research services to construction companies, building product manufacturers, infrastructure providers, and organisations operating in environmental and energy markets, measuring both their own performance and how they compare with competitors.
To gain meaningful insight from Net Promoter Score research in construction markets, we always recommend asking respondents to explain the reasons behind their scores. This qualitative feedback is essential for identifying practical actions, particularly in complex construction supply chains where service issues may sit with specification, delivery, technical support, or site performance.
NPS measurement is typically incorporated as part of a wider construction market research programme, rather than used in isolation. Depending on the client’s objectives, this may range from a focused set of structured rating questions to a more in-depth qualitative survey, allowing strengths, weaknesses, and improvement priorities to be explored in detail.
Leading Edge were professional throughout the project, and provided great advice to ensure that we got the best outcome for our project. I have used Leading Edge on a number of occasions and would recommend them.
“At Oil Analysis Laboratories, we understand the importance of delivering independent, reliable, and accurate data to maintain customer satisfaction. That’s why we trust Leading Edge for our customer surveys, ensuring both our clients and we are consistently pleased with the results.”
“We worked with Leading Edge to conduct a comprehensive customer satisfaction survey for three of our subsidiaries. The team were knowledgeable and thorough, offering helpful guidance and mapping out the process and timings to meet our tight deadlines. They captured key metrics including Net Promoter Scores and customer perceptions, providing insights into efficiency, communication and reputation across our operations.”
Leading Edge’s market research expertise adeptly identified our market position and share, providing insight into our competitors’ strengths and weaknesses. Their thorough analysis of supplier selection criteria, market pain points, and opportunities has guided our strategy. Impressively, they’ve pinpointed gaps in the local market, offering actionable recommendations to enhance our product offering. Their contribution has been pivotal in refining our market approach, and as such we engaged them to carry out a further research programme for an additional area within our business. We highly recommend Leading Edge for comprehensive market analysis.
We have worked with Leading Edge for the past 12 months to perform our Net Promoter Score. I have found our account manager to be very professional, producing insightful and accurate data and reports. Most importantly they handle our customer’s data in compliant and confidential manner.
Leading Edge undertook a customer research programme for us which included analysis of purchasing habits and Net Promoter Score collection, aiming to understand our customers more deeply. The project was managed with a high degree of professionalism, from the initial design of the survey through to the analysis and presentation of results. Leading Edge’s team provided a detailed interpretation of the data, highlighting key areas for strategic improvement. The insights gained from their analysis have been critical to our efforts in improving customer loyalty and satisfaction. We found the engagement with Leading Edge to be valuable, appreciating their objective and thorough approach to the survey and analysis.
Leading Edge have been working with us for a number of years, and provide a first class service when it comes to our Voice of Customer and NPS research. They accommodate the different requirements of our varied business units without a problem. Would happily recommend as they are a pleasure to deal with.
We have worked with Leading Edge for 7 years now. When you are employing a company to talk to your customers you need to trust implicitly that they always act in a completely professional manner. Leading Edge have always done this and their communication with us as a business is first class.
Leading Edge carried out a customer survey on our behalf including the measurement of the net promoter score. The survey was across a number of product and customer groups which added to the complexity of the process. The team at Leading Edge were very supportive and helpful throughout the process and the final report has contributed well to our business planning.
Leading Edge has been carrying out customer satisfaction surveys and measurement of net promoter scores for us on a continual basis for around 12 years. We are very happy with the quality of work, meeting of deadlines and customer liaison. The output enables us to identify areas where we need to improve and also service areas where we excel. I would be happy to recommend them to other companies.
We’ve managed our own customer satisfaction surveys for many years with results remaining fairly static to falling. Leading Edge took all the hassle away from the process, provided a professional one on one service which resulted in improved client engagement and culminated in a comprehensive and meaningful report with benchmarking score, enabling us focus on key improvement opportunities.
Customers are asked to rate, on a scale of 0 to 10, how likely they are to recommend your company to a friend or colleague. Based on their responses, customers are categorized as:
The NPS is calculated by subtracting the percentage of detractors from the percentage of promoters. In the B2B market, an average score typically ranges from 5 to 20%, with top companies achieving over 40%.
Companies in the construction sector typically measure their NPS for various reasons:
While measuring your performance against customers is important for benchmarking and goal-setting, it is even more crucial to understand the underlying reasons behind metrics such as NPS. As marketers, we do more than just provide an overview; we conduct a thorough analysis to uncover the factors truly impacting your market position.
Chris Hadley, Lead- Environmental & Energy Researcher
The NPS is a good indicator of the loyalty of your customers and there are some studies showing that it is related to sales growth. Typically companies within the construction sector use the NPS in one of the following ways:
• To track progress on customer performance – often when implementing programmes to improve customer service
• To benchmark against their competitors – to ensure you are keeping up with or ahead of their competitors
• To identify low performing customer segments - to enable you to take targeted action to address these weaknesses
Typically, we collect NPS data through telephone surveys. This allows us to collect the feedback behind the score so you can best understand customer loyalty, identifying areas for improvement, benchmarking performance, and enhancing customer retention strategies.
The sample size and method of data collection will also depend on the type of client. Contractors, for example, may want to track progress on a small number of large construction projects with several respondents in each company. Building Product Manufacturers would typically want to question direct customers and distributors with sample size being fairly large. Utilities companies will vary according to whether they wish to measure NPS performance in the B2B or B2C markets.
We analyse all the data and insights collected using advanced statistical methods to provide actionable insights.
It's recommended to conduct NPS surveys quarterly or biannually to continuously monitor and improve customer satisfaction.
Yes, we provide recommendations and strategic support to help you implement improvements based on NPS feedback. Our team at Leading Edge comprises of experts in construction market research, strategic consulting and commercial construction, meaning we deliver reliable and actionable intelligence.
Leading Edge, established in 1988, has over 35 years of experience in construction market research. We have collaborated with hundreds of clients on bespoke market studies and conducted over 37,000 research interviews, providing deep insights into the construction, building products, and environmental sectors.
We offer comprehensive market coverage in the UK, across Europe and globally, bringing you a world of market insights right to your doorstep.
Our team comprises of experts in construction market research, strategic consulting and commercial construction - delivering reliable and actionable intelligence. Working extensively across the construction industry supply chain, our clients often include contractors, building product manufacturers, trade associations, and related service organisations.
In the environmental and energy markets, our expertise spans various sub-sectors, serving multinational corporations in water and waste management, support service intermediaries, SMEs and public sector clients at national, regional and local levels.
