In this episode, John and Jack discuss their strategies for enhancing customer satisfaction through the implementation of the Net Promoter Score (NPS) system. They detail the comprehensive process of gathering feedback across every customer touchpoint, from marketing to accounting, aiming to turn customers into promoters. They also cover the practical changes they’ve implemented in their business, such as improving call center operations and post-service cleaning protocols, to ensure a remarkable customer experience.

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John Wilson, CEO of Wilson Companies
Jack Carr, CEO of Rapid HVAC

#114 - Find Your Score! NPS, Customer Satisfaction, and Righting Wrongs

Owned and Operated - A Plumbing, Electrical, and HVAC Business Growth Podcast