The Best Customer Experience in Solar

By Kyle Graycar
November 20, 2018
Pick My Solar Team

At Pick My Solar, our mission is simple: to empower communities to adopt sustainable technologies through transparency and choice.

With our online marketplace, we can deliver on that mission and provide the best customer experience in solar. With side-by-side bids, homeowners make an easy, apples-to-apples decision on their solar system.

But, how do we make sure we're delivering on our pledge to provide the best solar experience?

We obsess over our customer Net Promoter Score (NPS). This is one of the most important key performance indicators for our company.

Net Promoter Score for a Solar Company

Net Promoter Score is a tool to estimate customer trust in a brand or company. It boils down to a very simple question to customers who uses your product or service: "How likely are you to recommend Company Name to your friends and family?" 

NPS Solar Question

Notice how this question does not necessarily mean the customer had a 100% flawless experience with the company. Rather, it speaks to if the customer had a positive enough experience to recommend the company to their peers.

In solar, for instance, a customer may have had issues with an aspect of their system installation. If the issue was handled expertly and in a timely manner, the customer may still strong recommend the solar provider to their friends.

Customers who respond to this question (usually via email or online form) are separated into three groups:

  1. Promoters: Customers who respond with a 9 or 10
  2. Passives: Customers who responses of 7 or 8
  3. Detractors: Customers who respond with 6 or less

The Net Promoter Score  is equal to the difference in percentage of respondents who are Promoters and Detractors. The highest score is 100, and the lowest score is -100.

Passives are included in these percentages, so the more Passives there are, the closer the difference will approach an NPS of 0.

Why Pick My Solar Tracks Net Promoter Score

Net Promoter Score is a crucial indicator to us that our experience is fulfilling our mission to empower consumers to adopt clean energy technologies. Our company Net Promoter Score is constantly tracked and highlighted in our All Hands meetings.

Customers who rate Pick My Solar with a 9 or 10 score (Promoters) are also very likely to refer Pick My Solar to friends and family, which is a crucial way to grow our client base.

How Pick My Solar's Experience Compares

Pick My Solar's Net Promoter Score is currently more than 85.

This is far above the solar industry average of 63. The biggest brands in solar are in fact even lower than the market average. Here's how we compare to other solar providers and online marketplaces:

  1. Company Name Net Promoter Score
    Pick My Solar 85
    Tesla/SolarCity) 39
    SunPower 58
    SunRun 33
    Vivint Solar 30
    Amazon 61
    Priceline -1

    3 Reasons Why Customers Love Pick My Solar

    1. Multiple quotes: As a marketplace, Pick My Solar provides quotes from the best solar providers in your area. They compete for your project, which saves you around $2,000.
    2. Saves time: Since everything's online, customers don't need to deal with multiple sales people. No negotiating headaches.
    3. Personal advocate: Even after a customer signs up with one of our installation partners, we'll be available to advise you through project completion and iron out any issues that may arise.

Check this video to know more about our online solar marketplace.

Getting started takes three seconds - enter your address into our newly redesigned solar calculator, to see if solar is viable for your home and what the potential savings are.

Enjoy our Hassle-Free Solar experience!

Kyle Graycar

Written By

Kyle Graycar

Kyle is Pick My Solar's Head of Marketing. He loves spreading the word about going solar in simple, transparent language. When not solar myth busting, Kyle climbs rocks and plays Japanese taiko.

More articles by Kyle Graycar

What's Pick My Solar? We empower our customers to adopt clean energy through transparency and choice. Our free, no-obligation platform provides competing solutions from top providers.

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