Posted by Mike Mitchell on February 8, 2017
Boosting Franchise Development with Net Promoter Score
Arguably the most reliable indicator of customer loyalty, Net Promoter Score (NPS) is a proven metric that provides the core measurement for customer experience management programs. Not only does NPS help existing business owners maintain impeccable customer service and improve where necessary, it is especially helpful for franchises, which rely on a replicated business model to equip franchisees with the programs and infrastructure necessary for success.
Often used as a tool to guide the field team, NPS scores can assist members of the franchise development team in identifying franchises that may need additional assistance or improvement. Tom Raymond, vice president of franchise development for the Dwyer Group, which includes service-based brands such as Mr. Handyman and Molly Maid, explained franchisees willing to implement systems to enhance customer service based on NPS have seen positive changes in their business.
When used consistently, NPS is also a powerful recruiting tool for potential franchisees interested in service-based industries. In fact, since implementing NPS, Oxi Fresh Carpet Cleaning has seen a direct correlation in improved brand performance and increased quality service levels. Along with Listen360, NPS has become a foundational piece of the business model and a major component of operations. Now, Oxi Fresh is a leader in the industry in online presence, specifically when measuring five-star reviews, and uses that information to help attract like-minded candidates to its growing team.
With proper understanding of what NPS is and how it can be presented to potential candidates during franchise recruitment, an industry-leading NPS has many benefits for attracting new franchisees while providing ongoing assistance to existing owners.
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