Published on October 22nd, 2014 | by James Ayre5
Sunrun Near The Top Of The List When It Comes To Customer Loyalty & Satisfaction
October 22nd, 2014 by James Ayre
Sunrun is apparently one of the nation’s top companies when it comes to customer satisfaction and loyalty, according to the results of a recent year-long survey.
The survey — which gathered ratings given by 2,200 Sunrun customers over the past year — resulted in the company achieving an average Net Promoter score (NPS®) of 64, a score that puts the residential solar provider on par with market leaders like Amazon.com, Zappos.com, and Southwest Airlines.
The scores are intended to be a reading of how likely a customer is to recommend a company’s product or service. Potential scores are between a low of -100 to a high of +100 — anything +50 is considered to be excellent, implying a high likelihood of recommendation.
The company’s chief executive officer, Lynn Jurich, commented on the results thusly: “Sunrun strives to provide an amazing customer experience and we’re proud to see signs of this reflected in high customer satisfaction ratings. In an emerging industry like home solar, having a great experience is paramount to growing positive consumer sentiment. When customers have a great experience with Sunrun, they are more likely to recommend us to their friends and family and that helps us further increase the adoption of home solar nationwide.”
A large part of the company’s great customer satisfaction record is no doubt down to its practices — such as checking in with said customers at regular check points, incorporating feedback, possessing a strong quality assurance program, and its use of a “proprietary software platform called BrightPath™ that creates a seamless sales experience, enables faster system installations and provides a higher level of customer service.”
Not the clearest description, I suppose, but, either way, the fact that the company’s system is working as well as it is speaks for itself. A very well working system is in place, and that’s what matters.
Notably, we didn’t see any news of home solar market leaders SolarCity and Vivint Solar performing well in this respect, and a search on Google for their NPS doesn’t pull up any relevant results. I’d be very curious to see how they compare. Does Sunrun have a much superior customer service system, or is just the only one highlighting its results?
Overall, Sunrun’s quality service seems to be serving it well. It recently announced expansion into several new US markets, and the addition of ~800 employees!