NPS gives customers a voice

“A well founded two can be a highly valuable score…”

“Net Promoter Score (NPS) measurements give our customers a voice, and their voice is heard. We regard positive feedback as a compliment, and very motivating, while we use any critical feedback as a way to engage with them directly and improve our organisation.”

NPS in the construction industry
“Customer experience and customer satisfaction are a top priority for us. The CEO of Janssen de Jong Group, Hans Smits, who was familiar with NPS asked me if any existed with specific reference to the construction industry. I already knew about Focus Feedback, so yes, NPS was also available for construction. One thing led to another, and that’s how we got started.”

Open feedback
“We used to send extensive surveys with over 80 questions. Lengthy surveys were the last thing people wanted so the consequence was a very low response rate. Plus, what came out of the surveys was a mere number. And what can a number tell us? It’s crucial to get open feedback from customers that you can immediately respond to, such as with Focus Feedback. A substantiated score of ‘two’ can therefore become a highly valuable score!”

“The method appeals to me because it gives the customer the freedom to give feedback with a short or extensive response, or simply with a number.”.

Enthusiasm
“What we noticed? Enthusiasm. With positive feedback we could get people excited about our company. Our own employees for sure, but also our construction partners. For example, to thank them for their cooperation, we have pastries delivered to our partners. We can feel a positive atmosphere in the next projects as a result. Any areas of concern? We can discuss any issues internally, from the management team to the project teams. This way, we continue to improve and innovate.”

Are you a Focus Feedback promoter?
“Absolutely. The method appeals to me because it gives the customer the freedom to give feedback with a short or extensive response, or simply with a number. This is important. More and more builders are using NPS, allowing us to discuss and compare results with each other, for example during the Focus Feedback Inspiration Days . Stimulating! Customer satisfaction is alive and well in our company, also with our trainees and people who have recently finished school. We all benefit from that.”

Janssen de Jong
Janssen de Jong Builders is an innovative construction company that believes in the new way of building, where customer wishes are always central. Their credo ‘Let’s build happiness’ says it all. Janssen de Jong Builders – a division of Janssen de Jong Group operating internationally – builds, renovates, develops, manages and innovates with a vision that always includes the customer in seeking the best building solution.