Focus Feedback, an online feedback management system, is also available for the construction industry
Through simple, interim NPS measurements (Net Promoter Score), organizations can now continuously measure and improve their customer loyalty.
Focus Feedback is a software system for proactive feedback management. In other sectors, this method has been part of the standard business processes for many years. It is still in its infancy in construction and installation.
Also, because most systems only measure customer loyalty retrospectively, this does not do justice to the unique processes in construction and installation. Focus Feedback therefore provides feedback at various times during the buying and construction process.
As a result, you can also adjust what ensures more satisfied customers. Focus Feedback also provides insight into what goes well, in addition to what can be improved. This contributes to more job satisfaction.
Dave Wurms, CEO: “Focus Feedback measures enthusiasm and recommendation behaviour. That gives a completely different, refreshing energy within organizations. ”
Continuous feedback and adjustment
There is a growing interest in active feedback measurement within the construction and installation sector.
The target? Continuous monitoring and improvement, higher customer loyalty and ultimately more sales.
Various construction companies are already working with Focus Feedback, including TBI, Dura Vermeer, Vorm and Heembouw.
Unit manager of Living at Heembouw, Remy van Zanten: “We already have various opportunities during the buying and construction process to ask for feedback, to engage in a dialogue and to offer a targeted solution. Customers appreciate that personal attention and are entering the next phase more positively.
That translates into a better final score and a higher recommendation. ”
Focus Feedback uses the NPS as a methodology, supplemented with a few short open questions.
The key question for an NPS measurement is: To what extent would you recommend company / brand / product X to friends / family / colleagues?
The NPS® method gives organizations a clear key figure and control mechanism regarding the loyalty of their customers. Several studies show that organizations with a high NPS have loyal customers who make repeat purchases faster.