Two times a year, Interface conducts our formal Interface Customer Satisfaction Survey. The survey is sent to valued customers and partners to listen and learn. The results allows us to prioritize feedback on how we can continuously improve.
It is paramount to Interface that as we engineer and build the world’s leading force measurement solutions, we earn our customer’s confidence by providing high quality products and an exceptional customer experience. To sustain that focus, we have committed to engaging with and learning from all those that depend on us.
Our Fall 2020 Interface Customer Satisfaction Survey concluded in October. It consisted of four questions to gather customer insights, and one question to measure our execution by a Net Promoter® Score (NPS).
The NPS rating is drawn from responses to the question, “How likely is it that you would recommend Interface to a friend or colleague?” Fred Reichheld, the creator of NPS, developed this methodology that uses a single question to drive customer-centric focus within organizations. According to global benchmark data, using NPS data and compiled by SurveyMonkey from more than 150,000 organizations, the average score is +32.
Interface’s NPS score in the Fall 2020 Customer Satisfaction Survey is +62, qualifying us as a top performing company based on the survey responses. Though this gives us great confidence, it does mean we have room to improve. Our average score from this recent survey is 8.9, with most respondents indicating they are extremely likely to recommend Interface products and services to a friend or colleague.
We also asked, “How are we doing?” Of those that participated in the survey, 90% said excellent or better than average. We were also able to gather ideas and suggestions on areas where we can exceed expectations.
It was important for us to learn what types of value-added services are important to our customers. We asked, “What types of extended services can interface offer to improve your experience?” Expedited calibration services and technical product information ranked first and second in all responses, followed by live and real-time technical support services. As is expected with the growing use of the internet, online ordering, product availability and shipment tracking were top requests. This customer intelligence helps Interface prioritize current and future service offerings.
Living in our new normal, we also wanted to know, “Have you changed your testing, design, or development plans for 2020-2021 due to the pandemic?” We learned that only 15% said it had changed their plans.
All feedback is important to us. Thank you to all those that shared their experience and provided valuable feedback. If you would like to share information with us about your buying experience, you can always contact us directly at 480-948-5555, or through our website at https://www.interfaceforce.com.