Construction Net Promoter Score

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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.

Business Development Manager, Severn Trent Searches
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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.

Group Quality Manager, Robertson FM
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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.

Marketing Manager, Severn Trent Services
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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.

Director, Gradus
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.

Our Approach to NPS Measurement in Construction and Environmental & Energy Sectors

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:

Detractors (scores 0-6)

Dissatisfied customers who may harm your brand and hinder growth with negative feedback.

Passives (scores 7-8)

Satisfied yet unenthusiastic customers who could be swayed by competitors.

Promoters (scores 9-10)

These are your loyal enthusiasts who will continue purchasing and recommend your company to others.

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:

  • Tracking Customer Performance: This is common during initiatives to enhance customer service.
  • Benchmarking Against Competitors: To ensure they are on par with or surpassing their competitors.
  • Identifying Weaknesses: To take targeted actions in addressing these areas.
  • By measuring NPS, companies can not only track their performance but also strategically improve and maintain their competitive edge in the market.
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By clicking download, you agree to be added to the Leading Edge customer database and agree that Leading Edge may contact you by email. You can opt-out at any time by contacting us.