Pool owners across the country are consistently turning to Pool Scouts, the 115-territory pool cleaning and maintenance franchise, for service. Franchise owners of the growing brand have the opportunity to be a part of the booming pool cleaning industry, while benefiting from a loyal customer base.
In fact, the brand’s net promoter score (NPS) recently reached a high of 80 system-wide. The NPS is a leading metric for measuring customer loyalty. It comes from the question, “How likely is it that you would recommend (insert company or product/service) to a friend or colleague?”
To put Pool Scouts’ score into greater context across global benchmark data, which accounts for the NPS of more than 150,000 organizations, the average score is 32. Chick-fil-A, for example, has a NPS of 63.
“We are thrilled with our Net Promoter Score,” said Pool Scouts President Michael Wagner. “It’s a testament to the entire franchise system and how much hard work everyone puts in to make customers happy.”
In 2022, 11 Pool Scouts locations had a NPS of over 90, including: Pool Scouts of Cape Coral, (100), Pool Scouts of South Charlotte (98), Pool Scouts of Greater Richmond (98), Pool Scouts of Boise (96), Pool Scouts of Lake Norman (96), Pool Scouts of Hartford (95), Pool Scouts of Denton (94), Pool Scouts of Naples North (93), Pool Scouts of Glendale (93), Pool Scouts of League City (91) and Pool Scouts of Newnan (90).
How NPS Is Calculated
When asked how likely they are to recommend a company to a friend or colleague, the respondent is asked to select a rating on a 0-10 scale, with 0 being the least likely to recommend and 10 being the most. Responses are then segmented into one of three groups, based on their rating: Promoters (9 or 10 rating), Passives (7 or 8 rating) and Detractors (0 through 6 rating).
NPS is then calculated by the following formula: % of Promoters — % of Detractors. As a result, scores can range from a low of -100 to a high of +100.
According to SurveyMonkey Global Benchmark NPS source information, the lower quartile of organizations (or the bottom 25% of performers) have an NPS of 0 or lower, the median NPS is +44, while the upper quartile of organizations (or the top 25% of performers) have an NPS of +72 or higher — meaning Pool Scouts is among the top performers in the ranking.
Why Customers Keep Coming Back to Pool Scouts
Notably, 71% of Pool Scouts’ clientele in 2022 were recurring customers across the franchise system. Additionally, Pool Scouts’ value per customer increased 15% year-over-year, despite the fact that 58% of invoiced customers were brand new to the company.
“This was my first time using Pool Scouts to undertake major repairs/upgrades to my pool equipment,” said Malcom Cohn, Pool Scouts of Sugar Land customer. “The service manager who undertook the installation was professional, knowledgeable and personable. Pool Scouts provided a prompt and affordable service — a rare find.”
At Pool Scouts, customer service is paramount. Everyone involved in the franchise, from the corporate office to the technicians, focuses on making operations as smooth as possible for clients.
“I work in a service business myself and I can say that Pool Scouts offers outstanding service,” said Phil Christ, Pool Scouts of Cape Fear customer. “They tick all the boxes in terms of professionalism, responsiveness, timeliness and value. I love the way they keep you informed throughout the process. Thorough and professional.”
For franchisees looking to invest in the business loved by its customers, the time has never been better. Pool Scouts plans to bring in 18+ new franchisees into the system in the new year in several new states as the brand continues to see growth opportunities.
“Our expectations are to grow even more robustly on the customer side, across the country,” said Wagner. “We have so many new franchisees that we really expect to see substantial growth in their second year, or even a second six months depending on when they launched their business. We acquire a ton of customers in the early parts of the year, with the April-June timeframe being some of our biggest months.”
The start-up costs for a Pool Scouts franchise range from $70,950 to $88,350. To learn more about franchising with Pool Scouts, visit https://poolscoutsfranchise.com/.
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