As part of our continual drive for improvement at Autopro, I implemented the Net Promoter Score program, a method that measures a customer’s likelihood to recommend the company to others as a customer satisfaction metric. Telephone surveys were conducted on a quarterly basis on all projects completed in the previous quarter.

At the end of each cycle, I analyzed the results and developed a report for management that included scores both for that quarter and on a rolling basis, broken down by market segment, service type, customer role and individual project manager, in order to identify trends. Recommendations for next steps in order to continuously improve scores were also included, and score targets were incorporated into Operations management quarterly objectives.

The program provided us with not only a trackable metric for measuring success with our customers, but also a set of strong customer references that could be used to win additional project work.