At Enphase, we take pride in building our trusted network of installers who deliver exceptional homeowner customer service. We use the Net Promoter Score index to qualify our partners into the Enphase Installer Network. Enphase collects the feedback and ratings from all new system owners to capture their experience with our partners and Enphase products after their system is activated.
The Net Promoter Score is an index ranging from -100 to 100 that measures the willingness of customers to recommend a company’s products or services to others. It is used as a proxy for gauging the customer’s overall satisfaction with a company’s product or service and the customer’s loyalty to the brand.
NPS measures customer perception through a single question:
Customers respond by giving a rating between 0 (unlikely) and 10 (extremely likely) and are then categorized the following:
Between 30 and 180 days after every solar/storage activation, every homeowner gets an NPS survey on the Enphase App.
Get the survey
Between 30 and 180 days after every solar/storage activation, every HO gets a NPS survey on the App
Gathering information
Both installer NPS rating and verbatims are gathered in the process
Dismissals
After 3 dismissals from the HO, an additional prompt appears with the option “Don’t ask me again”
Dashboard
Installers are able to see their NPS and verbatims (if HO consented) on the NPS dashboard
Historic responses
Historical response rates to NPS surveys via our app is ~50%
Enphase qualifies our partners into three tiers—Platinum, Gold, and Silver. Each tier comes with its own benefits, like priority access to products, branded merchandise and promotion and other services. Because we take customer satisfaction seriously, we require a minimum NPS in order to qualify for the following tiers:
A homeowner is sent an NPS survey on their Enphase App anytime between 30 and 180 days of their solar/storage system activation. The homeowner is prompted until they submit the feedback or reject the survey 3 times.
An installer who is part of EIN can find their NPS details, trend and distribution on the NPS dashboard within their EIN dashboard on the Enlighten Manager.
No, NPS is only visible to installers. A homeowner only has access to the score and feedback that they enter for their respective installer.
No, the NPS is internal to Enphase and cannot be shared with anyone publicly.
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Installation at-home consultation
Need help with installation? Start by booking an At-home Consultation with an independent installation professional to receive a quote for your custom installation.
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The At-home Consultation helps determine the full cost to install your new EV charger. The $150 fee is subtracted from your final installation price if you choose to accept the quote. After check out, Enphase will send you an email from its 365 Pronto Platform describing next steps.
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Installation services are available for a single installation site. If you'd like to get multiple EV chargers installed at different addresses, please complete a separate order for each address. To continue this order, please reduce the charger quantity or remove the install service from your cart.
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