Policy Holder Satisfaction - NPS
Policy Holder Satisfaction
Using the Net Promoter Score
At ServiceMaster Restoration Services, we value the trust you place in us to help restore not only your policyholder’s property after fire or water damage, but also their peace of mind. We appreciate being your mitigation vendor of choice.
In 2011, we began using Net Promoter Scores, or NPS, to track policyholder satisfaction.
What is NPS?
Net Promoter Score is a method of calculating the satisfaction and loyalty level of your customers, with the ultimate goal of determining your business’ potential for growth and profitability.
Our NPS system, Tell ServiceMaster, provides a comprehensive system for determining customer loyalty and improving customer retention.
How does it work?
Following each job, we email a brief two question survey. Your policyholder is asked to rate how likely they would recommend our service to a friend or colleague. The scoring range is between zero (unlikely) and ten (very likely). They are then given an opportunity to provide more information about the service experience in an open text box.
Based on their response, the policyholder is classified as a detractor, passive or promoter.
Scores are rolled up, and each ServiceMaster Restore franchise receives a composite score representing how satisfied policyholders are with the service provided. Our business is notified immediately of any detractor feedback so we can reach out to the policyholder and resolve any issues quickly.
As your service partner in the claims process, ServiceMaster Restoration Services understands that the job we do affects your policyholder’s satisfaction. We know that doing the best technical job is expected. But we also understand the emotional needs of those involved and the need to deliver a remarkable customer service experience.
From fire and water to mold remediation and trauma cleanup, we are the experts in commercial and residential restoration.
How likely is it that you would recommend ServiceMaster Restoration Services to a friend of business associate?