--- title: "The Only Way To Know Your Customer Satisfaction is to Measure it" url: https://burnaze.com/article/9b332ec8-e1fe-4c2c-a594-d0d44a36d1f0 source: "1851 Franchise" original_url: https://1851franchise.com/the-only-way-to-know-your-customer-satisfaction-is-to-measure-it-2363 category: "Home Services" industry: "Home Services" published: 2015-08-31T21:16:00.000Z modified: 2026-11-01T04:15:56.550Z image: https://newimage.1851franchise.com/cdn-cgi/image/quality=85,format=webp,width=1280,height=720/story/featureImage/8d777f385d3dfec8815d20f7496026dc81.jpeg --- # The Only Way To Know Your Customer Satisfaction is to Measure it **TL;DR:** Kitchen Solvers measures customer satisfaction using Net Promoter Score, a requirement of the company culture, and has achieved an NPS of 94 with a 59 percent response rate. The brand's focus on customer satisfaction is centered around its brand promise, known as "The Pleasant Remodeling Experience". *originally published in 1851 Franchise on 2015-08-31. [Read the original](https://1851franchise.com/the-only-way-to-know-your-customer-satisfaction-is-to-measure-it-2363).* ## Story For Kitchen Solvers, “customer satisfaction” is not just a check box used when analyzing company performance, it’s a requirement of the company culture. “We’ve always measured customer satisfaction; we had an internal system we used for years and have always placed a high level of importance on requesting customer feedback, but a little over a year ago when we revamped our brand promise we also decided to take our measurement of customer satisfaction to the next level,” says Gerry Henley, Kitchen Solvers President. A little more than a year ago the brand implemented the use of Net Promoter Score, commonly referred to as NPS. Brands across industries and the like of household names including American Express and Apple use NPS to measure their customer satisfaction. “We had all this great feedback, but we didn’t have a standard metric or a way to compile it all and make it a measurable we could work against,” said Henley. Kitchen Solvers has a brand promise, known as “The Pleasant Remodeling Experience” and Henley says this promise is the true foundation of the brand and what their daily focus as a franchise system is centered around. Henley went on to explain, “When we’re talking with potential franchisees, the brand promise is one of the first things we discuss, because it’s really the heartbeat of our brand culture, and if a prospect won’t be able to fulfill that promise for customers, they’re not going to be a good fit for us.” Since implementing the NPS system, Kitchen Solvers has achieved an NPS of 94 with a 59 percent response rate. To the average person, the significance of these impressive numbers may not be clear immediately, but they are certainly an achievement worth talking about. The average response rate among consumers to surveys and calls for feedback is 18 to 20 percent, and Kitchen Solvers customers have responded in a big way with a nearly 40 percent higher response rate. In terms of the score itself, Amercian Express for example has achieved the highest score in its category with an 81. Henley says, of the hundreds of brands using NPS, very few break 85. Even brands that are known for their loyal customer base don’t break 80 - Apple for example came out of this past year with a score in the low seventies. Kitchen Solvers’ NPS score of 94 is an immense accomplishment and something the brand is focused on maintaining and continuing to improve for years to come. Henley attributes this success to the way in which the brand promise is engrained in the company culture and is at the center of every decision made at both the franchisor and the franchisee level. “Happy customers refer, and a service-based business with healthy referrals is going to be successful,” said Henley. “So it’s a cycle our franchisees support, because they know they are providing a quality service people are happy about, and in turn continuing to build a successful business to support their families.” The Kitchen Solvers brand promise, “The Pleasant Remodeling Experience” is a combination of several elements including: “the wow factor” embodying the final product and experience, ensuring all franchisees and their staff are truly industry experts, respecting the homes of customers as if they were our [Kitchen Solvers] own, completing work on time in a timely fashion, providing a process consultation and setting appropriate expectations, offering a large selection of products and options, maintaining complete and timely communication and hands-on owner/operators supporting customers every step of the way. While a 94 NPS sets the bar pretty high, Henley is confident that with the commitment to the brand promise from both existing franchisees as well as new franchisees joining the system, Kitchen Solvers will continue to excel in customer satisfaction. ## Entities - 1851 Franchise (publication) - Home Services (sector) - franchise system (topic) - Apple (company) - customer satisfaction (topic) - customer feedback (topic) - American Express (company) - net promoter score (topic) - brand promise (topic) --- Originally reported by 1851 Franchise (https://1851franchise.com/the-only-way-to-know-your-customer-satisfaction-is-to-measure-it-2363). Summarized by Burnaze (https://burnaze.com/article/9b332ec8-e1fe-4c2c-a594-d0d44a36d1f0).