NPS and Competitive Assessment for SunPower

CHALLENGE

SunPower, a top solar panel company with retail in over 20 countries worldwide approached Provoke Insights to conduct an annual survey on the solar consumer purchase journey. The company was looking for research that would better understand the company’s process compared to the competition. The provider wanted results that could identify competitive advantages as well as prioritize improvement efforts. The research was also used to develop an economic model.

SunPower wanted to conduct a competitive Net Promoter Score (NPS) survey in order to gain a better understanding of its top three competitors, as well as determine essential awareness, purchase, satisfaction, and referral drivers. 

SOLUTION

Provoke Insights developed a 30 minute, 80 question survey among those who have solar panels installed on their roofs (customers and competitors’ customers). The market research reached out to customers, as well as those who installed with the competition. A structural equation model was used to determine which attributes impacted NPS score and by how much.

RESULT

A comprehensive report was developed that provided a clear understanding of the market, and how the solar panel company compared to the competition. The analysis provided a concise roadmap on how to:

  • Drive awareness and consideration

  • Improve their communication among sales agents to drive sales

  • Educate their customer service representatives

  • Discover market opportunity

  • Challenge the competition

The information was used to drive key decisions in marketing, customer services, and the sales process. You can read more about the research here: https://solarbuildermag.com/news/fact-people-want-solar-energy-stats/

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