In this episode of Accelerated HVAC Success, we discuss the Net Promoter Score (NPS), a widely used metric that assesses customer loyalty and satisfaction. Jason provides a comprehensive explanation of NPS, breaking down its components and significance. The discussion explores the variables involved in customer service outreach data, emphasizing best practices for contractors to gather meaningful insights. The conversation then shifts to the mechanics of survey calculations and how contractors can utilize these metrics to enhance their services. Jason sheds light on strategies for increasing the lifetime value of clients, emphasizing the pivotal role NPS plays in this process. Finally, the episode explores the impact of pricing on NPS, comparing it to other elements of customer service to uncover insights into customer preferences.

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