VPP

Power Construction's Future Looks Strong

To gauge Power's prospects for long-term strength and stability, we recently engaged T4 Associates to conduct another Voice of the Customer survey. In all, 139 individuals from client, owner's representative, architecture, and subcontractor organizations shared their thoughts in this detailed phone survey. 

 

The T4 Associate's Voice of the Customer survey relies on a well-respected metric known as Net Promoter Score (NPS) as a means of measurement. NPS was first developed in 2006 by Bain & Company, a global management consulting company. Rather than measuring satisfaction, NPS measures client/partner willingness to proactively recommend Power to others. 

 

RESULTS

When Power's Voice of the Customer survey was first conducted in 2008, we were thrilled to receive a high rating of 82 on a scale of -100 to 100. In 2018 our NPS jumped to 90. In this year's survey the NPS is 85!

 

NPS

According to Tom Taber, President, and founder of T4, this long-running duration of extremely high NPS scores is unprecedented for organizations in most any industry. "This is one of the highest scores I have seen in more than 25 years of conducting customer surveys."

 

By the way of comparison, the U.S. construction industry last year earned an average score of just 41. Outside of the construction industry, top-shelf NPS results today include the Tesla (97), USAA  Insurance (75), Southwest Airlines (71), and Apple (41). 

 

STRENGTHS

Survey respondents considered Power's strengths to be (1) a reputation for integrity, customer care, and relationships; (2) a level of professionalism that gives customers a sense of certainty that work will be successfully completed; (3) weather of resources; and (4) a highly proactive and solutions-oriented approach to problem management and resolution. 

 

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.