To gauge Power's performance serving its customers, we recently engaged Strategex, , an independent market research firm to conduct a Voice of the Customer survey. In all, over 100 customers, owner's representatives, architecture, and subcontractor organizations shared their thoughts via comprehensive phone interviews.
As part of the study,Strategex measured Power’s Net Promoter Score (NPS). NPS was developed by Bain & Company, a global management consulting company to assess customers' degree of loyalty and satisfaction towards a supplier. Over the years, NPS has become the gold standard used by 1000’s of companies in both the US and overseas markets.
When Strategex last conducted a survey for Power in 2008, we were happy to earn a high rating of 82. (The maximum score is 100). This year, survey participants scored Power an NPS of 90! (By way of comparison, Apple, Southwest Airlines, and American Express have NPS scores that range from 60 to 81.)
According to Strategex' Managing Director, Tom Taber, this score is unprecedented for organizations in any industry. "This is one of the highest scores I have seen in 20 years of conducting customer surveys. Congratulations to Power Construction for the relationships they have built in Chicago's construction industry."
Thanks to all those who took the time to participate in our survey. Your candid feedback will help us to be a better and stronger construction management firm.