#114 - Find Your Score! NPS, Customer Satisfaction, and Righting Wrongs

Owned and Operated - A Plumbing, Electrical, and HVAC Growth Podcast

In this episode, John and Jack discuss their strategies for enhancing customer satisfaction through the implementation of the Net Promoter Score (NPS) system. They detail the comprehensive process of gathering feedback across every customer touchpoint, from marketing to accounting, aiming to turn customers into promoters. They also cover the practical changes they’ve implemented in their business, such as improving call center operations and post-service cleaning protocols, to ensure a remarkable customer experience.
Episode Hosts:

• John Wilson: @WilsonCompanies
• Jack Carr: @thehvacjack

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Fejezetek

1. Understanding NPS and Its Importance (00:00:00)

2. NPS Surveys and Feedback Collection (00:02:39)

3. Addressing Call Center Challenges (00:03:54)

4. Post-Service Cleaning Protocols (00:05:23)

5. Addressing Customer Dissatisfaction (00:09:20)

6. Importance of Documentation and Training (00:13:12)

7. Leveraging Systems for Data Gathering (00:17:03)

8. Customer-Centric Approach (00:17:49)