Ensuring Client Satisfaction by Measuring Service Delivery
Every single one of our team members strives to stay true to our mission of delivering exceptional service every day. That’s why ensuring that we provide the high level of service we pledge is so important.
To make sure that FirstService Residential meets all client needs and expectations, we utilize the Net Promoter System (NPS), an innovative tool that measures clients’ loyalty and willingness to recommend us to others. By joining well-known companies such as Apple, Zappos, Charles Schwab and JetBlue that also make full use of NPS, it allows us to reaffirm our commitment to listening to our clients’ needs and remain adaptable and flexible in our approach to meeting them.
We believe the program provides us with credible data and holds us accountable for how we treat the Boards and residents in our care. This direct and unbiased client feedback is gathered through a third-party company, and is invaluable in learning what’s important to the Board members and evaluate how well we’re delivering on our service promises every day.
We are able to both confirm when we are achieving our goal and enhance our service delivery by alerting us to any issues that rise. Thanks to the information gleaned from NPS, we can solve problems, strengthen our best practices and consistently implement service improvements across our organization.
In October 2013, we launched our Trailblazer video, which highlights our participation in the NPS program. The video, produced in collaboration with NPS creator Fred Reicheld and Bain & Co., features a cross-section of FirstService Residential associates who explain their commitment to great service, why it plays such a strong role in our company’s culture and how NPS scores are so valuable to their teams and company. A dozen related video that showcase various aspects of service are also offered as a complement to our Trailblazer video.
Click for Trailblazer and related videos.