Net Promoter Score (NPS) is a straightforward yet powerful tool for viewing your company's performance through your customers' eyes. It provides a top-level snapshot of customer service performance with a single, easily digestible figure. We work with clients from all areas of the construction, building products and environmental & energy sectors to measure their own and their competitors NPS .
To gain deeper insights, we always recommend asking customers to elaborate on their scores, which helps identify necessary actions. Additionally, we suggest including supplementary questions to pinpoint a company's strengths and weaknesses.
We incorporate NPS measurement as part of a broader research initiative. This can range from a set of simple rating questions to a more in-depth qualitative survey.