Skip to content
Contact us

Understanding NPS and It's Import Role in Facility Management

Picture of OP of Virginia
Understanding NPS and It's Import Role in Facility Management
3:42

 

Understanding NPS and Its Importance

Net Promoter Score (NPS) is a powerful metric that assesses customer loyalty, satisfaction, and the overall health of a company’s customer relationships. It simplifies complex customer interactions into a single question: “On a scale of 0-10, how likely are you to recommend our company/product/service to a friend or colleague?” Based on their responses, customers are categorized into three groups:

  1. Promoters: Loyal enthusiasts who score 9-10.
  2. Passives: Satisfied but unenthusiastic customers who score 7-8.
  3. Detractors: Unhappy customers who score 0-6.

The NPS calculation is elegantly simple: subtract the percentage of Detractors from the percentage of Promoters. Passives are considered neutral and have no impact on the result. The resulting score ranges from -100 (if every customer is a Detractor) to 100 (if every customer is a Promoter). A positive NPS indicates good customer loyalty, while higher scores (above 50 or even 70) are considered excellent and world-class.

Why Is NPS Important for Facility Managers?

  1. Customer Retention: NPS directly links to customer retention. Loyal customers are more likely to continue using your facility services, leading to stable revenue streams.

  2. Growth and Referrals: Promoters actively recommend your facility to others. Their positive word-of-mouth can attract new customers and expand your business.

  3. Actionable Insights: NPS provides timely, granular data that facility managers can use to improve customer experience. By tracking NPS over time, you can identify trends and make informed decisions.

  4. Benchmarking: NPS serves as a benchmarking tool. Compare your score with industry standards to gauge your facility’s performance.

Implementing NPS in Facility Management

  1. Collect NPS Data: Use surveys (online or in-person) to ask the NPS question. Consider using tools like kiosks or online platforms for real-time feedback.

  2. Analyze and Act: Regularly analyze NPS data. Address Detractors’ concerns promptly, and celebrate Promoters. Use insights to enhance your facility services.

  3. Set Targets: Aim for continuous improvement. Set NPS targets and track progress. Remember, higher NPS leads to better customer loyalty.

In summary, NPS is not just a metric; it’s a strategic tool for facility managers. By focusing on customer loyalty, you can create a positive impact on your facility’s success. 

How are we continually improving NPS at Office Pride?

Last month, we launched our 'Review Request' feature on our NPS platform AskNicely. The new ‘Review Request’​ question does the following for our company:

Increases online reviews: Enhances online authority with more positive reviews on platforms like Google, Trustpilot, and Yelp to strengthen our online footprint.

Elevates Search Rankings: Boosts visibility and search rankings with each new customer review.

  1. We can now seamlessly ask our​ Evangelist customers to share their experiences on your​ preferred review platform like Google, Bing or Yelp.
  2. It’s​ a simple, one-click process for customers to​ copy their previous comments and post a review. Initial​ results are impressive—a 24%+ response rate​ for review completion!😀👍

At Office Pride, we have been dedicated for over 30 years to living out a unique set of core values from the top of our company down to every employee. We have an authentic company-wide culture that allows us to attract and retain great employees who take pride in the quality of their work and have a focus on serving others.