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What is NPS?

NPS / WHAT IS IT?

 The Net Promotor Score - okay, what does that mean? In essence NPS can be simplified to this statement: Enriching the lives of our customers, loving our customers, and empowering our team to treat customers the way you would want to be treated generates relationships worthy of loyalty. "When customers feel the love, they come back for more and invite their friends".

  • The NPS score is NOT just the score at the end of a project. NPS is about relationship building the entire time our customer is with us.
  • We cannot CHASE the NPS score. All too often we are focused on the score at the end of the project and by that time the score is has already been set in our customer's minds a long time before.
  • NPS starts the moment a potential buyer/customer thinks about Summit Homes. That is why Summit Homes social channels and website must tell the potential buyer who we are and how we will treat them.
  • NPS starts when a potential buyer drives through our Communities and visits our sales centers. That is why our communities must always look great, our homes in construction must look clean and cared for, our sales centers must be welcoming and easy for the customer to understand the next steps.
  • NPS becomes very real when the buyer signs their name on a contract to purchase and build a home with Summit Homes. That is why the contract process, the selection process, and the expectation setting must be seamless and cohesive throughout all communities. The contact we have with our new customer must be handed off gently and respectfully (see Welcome Call chapter).
  • NPS starts to decline between contact and "ready to build" - this is a proven fact through all of our journey mapping. The high of making such a large decision is met with possibly months of waiting. That is why our CM's check in periodically to touch base with buyers letting them know the general timeframes for permitting that they experience in their communities. That is why making a Peak Moment when it is time to dig the foundation is so important (see Peak Moments chapter).
  • NPS becomes the trickiest from framing the home to completion of the home. The customer goes through so many highs and lows worrying about timing, worrying about finances, worrying about living situations and moving vans during this long period. That is why bi-weekly touch bases regarding status of the build process is so important (see Communication During … chapter).
  • NPS at closing - THE BIGGEST MOMENT OF ALL in our customer's journey. At this point we have  delighted and loved our buyers and provided them a 100% COMPLETE home and created a relationship for LIFE!! If we have not provide all of these things, we just lost the NPS journey and it is almost impossible to bring them back to an experience worthy of a 10 and their continued loyalty.
  • NPS at 30 days of living in their new home we expect that as our customers are making the home theirs that they will find challenges, defects, missed items and this is our opportunity to keep on delighting them. By making sure they know how to report items on the Customer Portal, by quickly communicating resolutions and by making sure these items are complete as quickly as possible we do not give the customer time to feel Summit has failed.
  • NPS at 90 days - well team this is the moment where our new homebuyer finally gets to let us know their NPS score and comment about their experience. Did you delight them? Did you communicate with them? Did you go above and beyond when there were bumps in the road? Did you give them a 100% complete home? Did you LOVE them and make sure they new they are part of our Summit Homes family and are now brand ambassadors? If you did, then there is nothing to do but wait for those results which will surely be a 10!!