Showhomes Home Staging Franchise Earns Industry-High Customer Service Rating

National Home Staging Service on Par or Better Than Southwest, BMW, Google

NASHVILLE, TN--(Marketwire - Oct 27, 2011) - In business, how highly customers rate their experience is the best measure of a company's success. Showhomes Home Staging, a national home staging service that uses live-in Home Managers to help stage and care for vacant homes for sale, earned an industry high Net Promoter score (NPS) of 62 percent.

Scores of 50 percent and above are considered best-in-class/world-class levels of performance, according to Sametrix, a software and consulting company that helped co-develop the NPS score.

With its score, the Nashville-based home staging franchisor joins top names known for unparalleled attention to customer service and sustained financial success. A sampling includes Jet Blue, Southwest Airlines, BMW and Google, which had NPS scores of 60, 59, 56 and 53 percent respectively.

The Net Promoter Score (NPS) is considered the leading metric for measuring and predicting customer loyalty.

"We are beyond thrilled," said Matt Kelton, Showhomes COO. "We've had double-digit growth for the past six years and wanted to get an accurate read on what our customers thought. We were expecting a good score because we focus on excellent customer service. This score exceeded our expectations."

NPS asks a key question -- "How likely are you to recommend us to a colleague or friend on a scale of 0-10, 10 being the highest?" Research shows that the answer accurately predicts whether a customer will refer a company and/or repurchase a product or service.

The NPS score uses a formula that subtracts the percentage of "detractors" taking part in the NPS survey from the percentage of "promoters." A detractor is anyone who answers 0-6 on the survey; promoters answer 9 or 10.

"The NPS score and the software we use to track it allow an easy, automated process for our customers to provide details about their experience," said Kelton. "This feedback helps us find specific ways to do an even better job."

South Bay, Calif. homeowners Ronald and Marilyn Sears weighed in with high praise.

"We found Showhomes to be wonderfully friendly, totally honest and straightforward in all our dealings," the Sears responded. "These are the kind of people you want to do business with."

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