Customer Satisfaction Survey

Measuring Customer Satisfaction in Pool Service

Customer satisfaction surveys provide structured feedback that casual conversations miss. They identify service gaps before customers churn, validate what you're doing well, and generate testimonials and reviews from satisfied customers. A simple annual or semi-annual survey takes 5 minutes for the customer and provides actionable data for your business.

Survey Sections

• Service Quality — pool cleanliness, water chemistry consistency, thoroughness of service visits
• Communication — responsiveness, clarity of service reports, advance notice of schedule changes
• Professionalism — technician appearance, property respect, timeliness
• Value — perceived value for price paid, satisfaction with billing process
• Net Promoter Score — "How likely are you to recommend us to a friend or neighbor?" (0-10 scale)
• Open Feedback — free-text field for suggestions and comments

Using Survey Results

NPS scores above 50 are excellent in service industries. Scores below 30 indicate systemic issues. Follow up personally with any customer who scores below 7 — a phone call to address their concern often prevents cancellation. Customers who score 9-10 are your best candidates for referral requests and online review solicitation.