Measuring Service to Ensure Client Satisfaction

Each day, every member of our team strives to fulfill our mission of delivering exceptional service. But how well are we doing? How do we know what residents and board members think of our service delivery? Are we meeting the mark?

To know how well we’re doing, we rely on data from two sources:

Net Promoter Score® (NPS®)

FirstService Residential uses the Net Promoter System (NPS), which is implemented by other quality companies such as Apple, Zappos, Charles Schwab and JetBlue. It measures our clients’ loyalty and willingness to recommend us to others. By participating in NPS, we are able to listen to our clients’ needs and remain adaptable and flexible in meeting them.

NPS holds us accountable for how we treat those in our care. It provides direct and unbiased client feedback that tells us what’s important to our board members and how well they think we are doing. As a result, we can resolve problems, build on what we do well and drive continuous improvement across our organization.

Customer Care Center

We also analyze and track data from our 24/7 Customer Care Center, which provides residents with answers to their pressing questions about account status, violations, emergencies and more. Customer Care Center associates are able to successfully resolve almost all issues at the immediate point of contact and with the first phone call, exceeding the industry average for initial customer satisfaction.

We invest in both of these measurements to ensure that we are serving our boards and community members in a way that exceeds your expectations.