So far in 2025, Republic Services is having a banner year when it comes to Net Promoter Score (NPS), a key measure of customer loyalty and satisfaction. We’re up five points year-over-year, and we’re making big gains in some of our most critical areas, including a five-point increase in our Open Market Small Container NPS.
Our goal this year is bold: an overall NPS score of 42. And thanks to the hard work of our teams across the country, we’re on track to get there.
“NPS is our measure of Customer Zeal,” said Vince S., Vice President of Customer Zeal and Customer Experience. “It’s a leading indicator to loyalty, and loyalty is a leading indicator to value. At the end of the day, we want to earn the trust of our customers.”
So what gets us to those world-class scores? According to Vince, it’s all about the experience:
- Service reliability
- Quality on-site service (closing lids and not leaving trash around the container)
- Issue resolution (customers who have their issue resolved on the first contact give us an average NPS of 60. If not resolved, the score drops to -40)
- Clear communication
These results don’t happen by accident. They happen because 42,000 employees across Republic Services are owning their role to create a great customer experience.
Let’s keep it up and keep raising the bar. World-class is within reach!