Maintaining the Magic in Customer Service During Growth Using NPS

Maintaining the Magic in Customer Service During Growth Using NPS

Genea is known for its great customer service. Over the years, during my visits to customer buildings, I’m immediately regaled with stories about how LindseyAnnie, or Brian from our team went above-and-beyond to help the property team. I’ve acted as “Annie’s official hug counter” as she greets customers at events — some customers she’s worked with for years, others have just completed implementing our software. 

Our 24/7, go-the-extra-mile customer service is shockingly unique for the commercial real estate industry. As our growth has accelerated over the past few years, we’ve been faced with a challenge — how do we maintain our amazing customer experience while supporting a rapidly growing base? 

Our team has spent countless hours discussing and tackling this question. Every conversation about the Genea culture starts with being “customer first.” Every potential hire is vetted for Genea’s customer service DNA. Team events are focused around the sharing and applauding of inventive or exceptional ways we’ve met our customers’ unique needs.  

But none of that matters if we don’t have a way to know how our customers feel about our service. As CEO, I firmly believe if we don’t hold ourselves accountable in a quantifiable way, then we can’t know if our efforts are working. 

That’s why we have our annual customer satisfaction survey — to collect candid feedback from our customer base on what we’re doing well and how we can improve. It also includes a Net Promoter Score, which we use as our central benchmark for how well we’re serving our customers. 

What is Net Promoter Score (NPS)?

NPS asks customers how likely they would be to recommend a company or product to someone else on a scale of 0 to 10. The responses collectively result in a score between –100 and 100, which allows the company to benchmark their customer satisfaction against other companies. 

We choose to use NPS as our primary metric to monitor customer satisfaction because it is widely used across nearly every industry. It also provides us with insight that we can compare against our own previous scores, and those of other technology and CRE companies.  

How Did We Do?

Hundreds of Genea users at properties around the country responded to our customer satisfaction survey and gave us an NPS of 75.  

That score puts customer satisfaction with Genea above companies like Apple, Amazon, and Netflix. It’s truly a stunning score and humbling for me to see that we’re achieving our goal of maintaining an amazing customer experience while we expand rapidly. 

Importantly, the survey provided us with areas we will work on and improve, and our team is working hard to implement that feedback into our product and our implementation processes. Even though our NPS is excellent, everyone on our team wants to do even better. Overwhelmingly our customers shared that Genea’s software was making a significant impact to their day-to-day lives and their building operations. 

What’s Next?

While we’re thrilled with the results of the survey, we’re not resting on our laurels. The positive feedback from our customers has only reinforced our desire to help more buildings across the country. There are thousands of buildings still managing after hours HVAC and submetering manually, and we know we can help them while still making sure our current customers are over the moon with our service. 

Trust isn’t easily given in the commercial real estate industry. The trust we’ve built with our customers is the core of our success and we’re looking forward to reinforcing and building on that foundation in the years to come. 

If you’d like to experience our service for yourself (or talk to some of our happy customers yourself), request a demo below and we’d be happy to show you what truly amazing customer service looks like in CRE! 

 

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