Net Promoter Score (NPS) is a tool used to measure the loyalty of a firm’s relationships with its customers. More than two-thirds of Fortune 1000 companies use this popular metric. At Lowe Mechanical Services Ltd., 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 to a friend or colleague?”
NPS that is positive (above zero) is considered good. A NPS of higher than +50 is considered excellent. Lowe is proud to have maintained a score above +50 since implementing the tool in early 2016.
As a “thank you” to each customer who takes the time to provide their input, a charitable donation is made to a local charity. The three organizations supported through our survey are:
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.