Interface is well-known for our force measurement expertise. We work hard to earn our customer’s trust by delivering exceptional products and services.
We are also obsessed about customer experience, with a focus on delivering force measurement solutions that exceed expectations in quality, accuracy, and reliability. Precision in all areas of our business is core to who we are today and helped us navigate our business since our founding in 1968.
What helps us maintain our customer-centricity and innovative concentration is our commitment to listen. We constantly look for opportunities to learn from our valued customers, distributors, and representatives about their unique applications. In our pursuit to gather this direct feedback, we recently conducted our semi-annual Interface Customer Satisfaction Survey. It consisted of four questions to help us gather market intelligence and customer insights, and one question to measure our performance by a Net Promoter® Score (NPS).
An NPS score can vary considerably from industry to industry. NPS is derived from responses to the question, how likely is it that you would recommend Interface to a friend or colleague? The NPS methodology is based on asking customers this single question to predict repurchase and referral, essentially measuring customer loyalty. According to Reichheld, the creator of NPS, the average American company scores a +10. He also suggests that the highest performing organizations typically score between +50 and +80 NPS.
Interface is a high performing organization by NPS standards. Interface’s NPS score for its Spring 2019 Customer Satisfaction Survey is +63.
The NPS scoring is based on a scale of 0-10 for how likely they would recommend us, zero being least likely and 10 being extremely likely. Our average score from this recent survey is 8.9, with the highest majority of respondents indicating they are extremely likely (10) to recommend Interface products and services to a friend or colleague.
In addition to the NPS question, we asked survey participants their top considerations when buying force measurement solutions. Quality ranked number one, followed closely by accuracy, and reliability. Customer service and technical support rounded out the top five considerations.
We also learned that more than 81% of our buyers will purchase force measurement products, services, or custom solutions in 2019.
We finished our survey with questions that provided valuable feedback about their experiences and expectations.
All feedback is important to us. If you are a customer and would like to share information with us about your buying experience, you can always contact us directly or complete our feedback survey here. If you would like to learn more about our customer satisfaction and NPS survey, please feel free to reach out to us directly at firstname.lastname@example.org.