Twice a year Interface engages our valued customers to formally seek their feedback, insights, and future outlook regarding test and measurement. Our latest survey results show a continued demand in project-based force measurement technology, a growing need for innovation, and complete system and custom solution designs for OEMs.
In our continued commitment to customer experience, we surveyed thousands of Interface buyers to help us understand how we can best serve their needs today and in the future. What we learned through this process is that accuracy, quality and trust remain constant when determining the types of force measurement products our customers buy and utilize.
Our semi-annual Interface Customer Satisfaction Survey consisted of a single question to measure our performance by a Net Promoter® Score (NPS) with an additional four questions to gather our customer’s direct insights and feedback. Interface utilizes the NPS score to provide predictability and measure overall satisfaction through trending data on how we perform for our customers.
The creator of NPS, Fred Reichheld, noted that the highest-performing companies will score greater than +50, while the average American company rates between +10 to +12 across all industries. When we asked our customers who have purchased Interface solutions over the past 18 months, how likely is it that you would recommend Interface to a friend or colleague, 86% of all those that answered said they are extremely to very likely to recommend Interface to others. The overall NPS rating for Interface based on our 2019 surveys now stands at +54.
Additional Questions from Interface’s Fall 2019 Survey:
QUESTION: What force measurement products do you generally use at your company?
Not surprising, 100% of our customers noted they are using our most popular products, load cells. Interface customers also rank mini load cells, instrumentation, torque transducers, and calibration systems in the top five products they regularly use.
QUESTION: If applicable, do you calibrate your own load cells or send them to a calibration service provider?
In our survey, 61% of respondents shared they are sending out their load cells for calibration while 21% are doing an in-house calibration. This is aligned to Interface’s continued growth and demand for our expert calibration services.
QUESTION: Is the ability to customize your force measurement products important to you?
More than half of the participants shared that customization is important in the applications. Interface also sees a growing trend in modified product requests and custom solutions for innovative use cases, as well as in applications with our OEM customers.
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 8.3, with the highest majority of respondents indicating they are extremely likely (10) to recommend Interface products and services to a friend or colleague.
All feedback is important to us and our last question in our survey asks for direct feedback that we can share with our team members. As we focus on continuous improvement, we learn from our customer’s input. It helps us to find better and more innovative ways to ensure we meet and exceed our customer’s expectations. It’s what we strive for every day.
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.
Thank you to all our survey participants. We are grateful and thankful for your business.