Net Promoter Score (NPS)

ţţ淨r NPS Installer Network 2

We believe in genuine care and customer satisfaction

 

At ţţ淨r, we take pride in building our trusted network of installers who deliver exceptional homeowner customer service. We use the Net Promoter Score index to qualify our partners into the ţţ淨r Installer Network. ţţ淨r collects the feedback and ratings from all new system owners to capture their experience with our partners and ţţ淨r products after their system is activated.

How is NPS calculated?​


The Net Promoter Score is an index ranging from -100 to 100 that measures the willingness of customers to recommend a company’s products or services to others. It is used as a proxy for gauging the customer’s overall satisfaction with a company’s product or service and the customer’s loyalty to the brand.

 

 

NPS measures customer perception through a single question:

“How likely are you to recommend [Organization/Product/Service] to a friend or colleague?”

 

Customers respond by giving a rating between 0 (unlikely) and 10 (extremely likely) and are then categorized the following:

 

NPS calculation high res spacing8

 

Finally, the NPS score calculated by simply subtracting the percentage of Detractors from the percentage of Promoters. 
For example, if 20% of customers that responded are Detractors, 30% are Passives, and 50% are Promoters, the company’s NPS score would be 50-20 = 30. 

Feedback collection method

Between 30 and 180 days after every solar/storage activation, every homeowner gets an NPS survey on the ţţ淨r App.

Get the survey 

Between 30 and 180 days after every solar/storage activation, every HO gets a NPS survey on the App

 

Gathering information 

Both installer NPS rating and verbatims are gathered in the process​

 

Dismissals 

After 3 dismissals from the HO, an additional prompt appears with the option “Don’t ask me again”

 

Dashboard 

Installers are able to see their NPS and verbatims (if HO consented) on the NPS dashboard

 

Historic responses 

Historical response rates to NPS surveys via our app is ~50%

Your NPS qualifies for the following classifications

ţţ淨r qualifies our partners into three tiers—Platinum, Gold, and Silver. Each tier comes with its own benefits, like priority access to products, branded merchandise and promotion and other services. Because we take customer satisfaction seriously, we require a minimum NPS in order to qualify for the following tiers:

Platinum Installer
Platinum Installer
Gold Installer
Gold Installer
Silver Installer
Silver Installer

FAQs

A homeowner is sent an NPS survey on their ţţ淨r App anytime between 30 and 180 days of their solar/storage system activation. The homeowner is prompted until they submit the feedback or reject the survey 3 times.

An installer who is part of EIN can find their NPS details, trend and distribution on the NPS dashboard within their EIN dashboard on the Enlighten Manager.

No, NPS is only visible to installers. A homeowner only has access to the score and feedback that they enter for their respective installer.

No, the NPS is internal to ţţ淨r and cannot be shared with anyone publicly.

Questions? Contact us. We’ll help you build your system, today.