Creating Relationships Worthy of Loyalty
In this previous post, we discussed some tools that construction companies can use to conduct satisfaction surveys with their clients. While today's software tools make it easier to publish surveys and gather the results, many business owners get hung up on what questions to ask in their surveys.
One approach you can use is the Net Promoter Score. The Net Promoter Score is a metric that was created to measure how well a company generates relationships worthy of loyalty.
Your Net Promoter Score survey consists of only one question, so it's easy for you to put together and it's easy for your customers to complete. In your survey you ask:
"How likely are you to recommend us to a friend?"
Participants are asked to answer using a scale of 0 to 10 - 0 being "not at all likely" and 10 being "extremely likely".
Results are divided into people who are promoters, detractors, and neutral. While keeping track of your Net Promoter Score (NPS) over time can be a valuable metric, the real value comes from learning why your clients graded you the way they did. The more you know about what makes people happy or unhappy about your business, the more opportunities you have to close more deals.
Using a tool like NPS can also be a part of creating a referral generation system, as we discussed in this previous post.