Net Promoter Score (NPS) is a tool to measure the loyalty of a firm’s relationships with customers. More than two-thirds of Fortune 1000 companies use this popular metric. At LOWE, we use this tool to verify that we maintain a high level of customer satisfaction.
NPS calculates a score between -100 and +100 based on participants’ response to the question “How likely is it that you would recommend LOWE Mechanical Services Ltd. to a friend or colleague?”
LOWE has added an optional question: “What changes would Lowe Mechanical Services Ltd. have to make for you to give it a higher rating?”
To show our appreciation for customers who take the time to complete this survey, LOWE is happy to make a donation to a local charity. You will have a choice of 3 organizations (all of whom are LOWE customers):
An NPS that is positive (above zero) is considered good. An NPS of higher than +50 is excellent. LOWE is proud to have maintained a score above +50 since implementing the tool in early 2016. This process has provided us with invaluable information on the true level of customer satisfaction we’ve achieved. It highlights the areas in which LOWE excels and the areas which still need improvement. It ensures the company does not become complacent in its focus on customer satisfaction and motivates us to continually set higher goals.