One Hour Air Conditioning Awarded Coveted NPS Award 3 Years in a Row!
On a scale of 0 to 10, how likely are you to recommend One Hour Air Conditioning to a friend or family member? You have probably seen that question asked by many businesses over the years. That one question is a tool to help the business gauge the loyalty of their customers.
In our industry, a good score is usually somewhere north of 50. We Have earned a 70+ for the past 3 years and are pretty proud of that. With so much competition in Arizona in the HVAC field, making sure we take care of our customers is of the utmost importance to us.
About 7 years ago the executive leadership team over the One Hour Franchise system, implemented this tool called NPS. At first it was puzzling. We didn't really understand it. The scoring system seemed wonky and if you got a detractor (a person who scored 0-6) you were sent an email to follow up with that customer daily. Yep, if you don't give us at least a 7, you will get a call from a member of our management team to find out what is wrong and if there is anything we can do to make you happy. We have learned that by following up with detractors, we have shown that we can make them feel heard and valued, and if we listen and respond appropriately we might make them less likely to churn -- or worse, tell others that they shouldn't purchase from us.
What our franchisor understood is that not only is it significantly cheaper to retain an existing customer than to acquire a new one, it's profitable, too. Research from Bain & Company found that an increase in customer retention of only 5% can increase profits between 25 and 95%.
On the webpage A score between 0 and 30 is a good range to be in, however, there is still room for progress. If your NPS is higher than 30 that would indicate that your company is doing great and has far more happy customers than unhappy ones.
An NPS over 70 means your customers love you and your company is generating a lot of positive word-of-mouth from their referrals. The higher your NPS is, the more likely it is that your customer referrals will convert into new leads and more revenue for your company.
A quick search of the website
Written by Larry Thornton, President of One Hour Air Conditioning in the Metro Phoenix and Western and Northern Arizona.