How We Took Our NPS From 50 → 87 (Why You Should Care) ⚠️

Want to know exactly how happy your customers really are?

Use NPS (Net Promoter Score).

WHAT IS NPS?

It’s one question. Don't change it.

“How likely are you to recommend us to a friend or colleague?” (0–10 scale)

• Promoters (9–10) → love you, refer you, buy more.

• Passives (7–8) → satisfied, but could leave tomorrow.

• Detractors (0–6) → unhappy and vocal about it.

CALCULATION:

NPS = % of Promoters – % of Detractors.

WHAT’S A GOOD SCORE?

• 0–30 = Good

• 30–70 = Great

• 70–100 = Excellent

For reference here are the average NPS scores of industries in 2025.

At Augusta Lawn Care, our NPS was 50 (good) a year ago.

We surveyed our franchise owners, collected feedback, and… actually used it.

It required changing the way we accepted criticisms and feedback.

Every piece of negative feedback became our punch list.

We fixed every pain point we could the very next quarter.

The result? Our NPS jumped from 50 to 87 in under one year.

WHY THIS MATTERS TO YOU

Your customers are already telling you how to grow your business…

If you ask them. If you listen to them.

• They’ll tell you what frustrates them.

• They’ll tell you what they love.

• They’ll tell you what to fix first.

Hint: much of this feedback will come across as a complaint, a callback, a yellow slip, a negative review.

Note: usually the great feedback is emotionally charged, hidden in damaging comments, and even hateful. Keep your ego in check. Remember, you want to get rich more than you want to be "right"

Action:

Survey your customers. Get fanatical about fixing every issue.

Do that, and your referrals, retention, and revenue will explode.

Your customers hold the unlock to your growth, if you ask them.

Listening is hard. Taming your pride is hard. Hearing the criticism is hard. Changing is hard.

But, being poor is hard too.

-Mike

PS - I'll call my shot. The same thing will happen to Copilot CRM's NPS score in the next 12 months. 20+ jump. For the record.