QUALITY ASSURANCE

"What gets measured, gets done."  Larry Treleven, co-owner.

In-house Quality Assurance Team

Sprague's dedicated team of Quality Assurance Inspectors is comprised of a group of expert pest management professionals whose primary job responsibility is to audit our service performance and quality. They meet throughout the day with clients to measure client satisfaction, monitor our service consistency and help to ensure pest activity is solved at the source. The QA team also verifies our services are in alignment with required service protocols. Information gathered during our QA inspections and client interviews is used to improve our service and recognize our teams for achieving extraordinary service excellence.

Net Promoter® Phone Surveys

Sprague is committed to client satisfaction. One way we learn more about our clients is by enlisting the services of an outside phone survey company. On a monthly basis, this company contacts a group of our clients and asks them the Net Promoter® question, "On a scale of zero to ten, how likely are you to recommend Sprague to a friend or colleague?" Responses are calculated into a Net Promoter Score (NPS®). Net Promoter is both a loyalty metric and a discipline for using customer feedback. Net Promoter® is a straightforward metric that we use to hold our company and employees accountable for how we treat clients. To learn more about NPS®, we invite you to read the book The Ultimate Question by Fred Reichfeld.