As a business owner, it can be hard to know if a customer is happy with your work since, unless it’s a complaint, you rarely hear about their experiences. Questions like were their expectations met or exceeded, or would they call on your company again and recommend you to industry friends, are left unanswered. Without timely, consistent, and relevant customer feedback, it’s often difficult to determine what you’re doing right and where improvements or adjustments could be made. Without this important customer data, it becomes more challenging to increase scope, elevate standards, develop relationships, and keep staff on track with company goals.
Client advocacy is central to any successful business, yet it’s often overlooked, leaving many business owners without the insights they need. It’s time to change that. While tactics like follow-up calls can help, most businesses lack the resources to systematically collect feedback, assign accountability, and maintain consistent, timely outreach. For systems integration companies especially, these challenges are all too real, highlighting the need for a simpler, more efficient way to gather actionable customer feedback, respond effectively, and cultivate a reliable stream of referral business.
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So, what’s the solution? At Parasol, an ADI | Snap One brand, we’ve found tremendous value in the Net Promoter Score (NPS) system. This proven survey method engages customers and collects data through email, text, and mobile communication, giving them the freedom to respond thoughtfully at their leisure. NPS is a widely recognized metric in customer experience programs across a wide spectrum of industries and involves asking customers to simply answer the survey question: “How likely are you to recommend our company to a friend or colleague?” Customers respond on a scale from 1 to 10. Scores are aggregated and calculated, with above 50 considered excellent and higher scores indicating even greater customer satisfaction.
One powerful feature of NPS is the optional written feedback component, which offers deeper insights into specific service issues and opportunities for growth. This feedback has been invaluable in guiding meaningful improvements and maintaining a customer-centric approach.
Customer feedback collected through NPS can be leveraged to adopt new strategies and tools in various business departments, significantly streamlining processes, improving customer satisfaction, and increasing a business’s bottom line. The insights provided by NPS can drive businesses to continually refine procedures, fostering better collaboration and customer experiences across all areas of business.
The positive impact of NPS extends to integration partners as well. When Parasol is used on a project, clients are invited to provide feedback on their experience, creating an opportunity for thousands of data points, as more than 8000 clients are currently being served. The process is transparent to the integrator, who receives detailed weekly and quarterly reports and scores. They can use this information to identify areas of improvement, address recurring challenges, determine whether solutions are working, and cultivate a culture of continuous enhancement. Based on the feedback many of our integrator customers receive, it’s clear that tech brands matter less than quality of service. Their satisfaction hinges largely on quick response and resolution to issues experienced with systems installed in their homes.
With referral business at stake, NPS survey results are crucial for the growth and success of integration firms. These scores either highlight areas for improvement or validate the effectiveness of their service and support.
As businesses increasingly realize that customer satisfaction is driven more by service quality than brand names, the value of responsive, data-informed strategies becomes undeniable. Tools like NPS play a key role in strengthening client relationships and nurturing long-term loyalty — paving the way for sustained growth. By leveraging NPS, companies and their clients are better equipped for lasting success, raising the bar for excellence across the custom integration industry.
