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Turf Masters uses real-time NPS Scores from Applause to drive smarter service.
Challenge
With 40+ turf care locations under the Turf Masters Brands umbrella, the lawn care company needed a scalable way to track customer satisfaction, spot churn risks, and improve service quality.
Previously, each location relied on manual processes and limited feedback channels. Negative experiences often went unnoticed until it was too late, and technicians lacked real-time visibility into how their work impacted customer satisfaction.
Solution
After rolling out Applause, several branches quickly saw Google reviews rise into the high 4s. Turf Masters also uses NPS scores and feedback to foster friendly competition through built-in leaderboards, giving teams realtime insights on both positive and negative scores so field staff can adjust behavior and deliver better service.
Negative feedback is routed directly to the customer service team, enabling proactive outreach to resolve issues and retain customers—something that was previously impossible when cancellations happened without warning.
Results
- 3.5 to a 4.9 Google Rating: Locations jumped from the mid-3s to the high 4s within months
- Engaged Technicians: Real-time feedback and leaderboards drive top performance
- Proactive Retention: Negative scores trigger fast outreach to keep customers
Interested in seeing how Applause can help you be more proactive with customer retention? Schedule a demo today.
"Applause gives us the tools to celebrate what’s working, fix what’s not, and retain more customers before problems lead to cancellations. It’s created a real cultural shift toward customer experience across all our brands."
