Even during our “new normal” of operating during a pandemic, we know it’s important to reach out to our customer’s to let them know we want to hear from them. As we take extra precautions to operate as an essential service during these times, we want to gauge how we are doing in the eyes of those that are depending on us. It’s how we learn. It’s how we thrive. It’s how we ensure that we can provide the best experience with the products we build along with the support we provide through our force measurement experts.
In the Spring of 2020, we conducted our semi-annual Net Promoter Score (NPS) and Customer Satisfaction Survey. We reached out to thousands of customers to ask, “How likely is it that you would recommend Interface to a friend or colleague?”. We are very honored by the results we received and thank all the participants.
Interface, Inc.’s Spring 2020 NPS rating is +54
What does this mean? It tells us that our customers appreciate the work of our valued team members. Our customers were also direct and insightful with valuable feedback in areas where we can continue to improve in order to exceed expectations. According to the creator of the NPS, an average American company has a +10 to +12 NPS. Any organization about +50 is considering high-performing.
As we focus on the quality, accuracy and reliability of the products we manufacture, it’s very informative to learn firsthand from our customers on how we are performing in this area as an organization. We wanted to know specifically how our customers view the quality of Interface force measurement solutions. We asked customer “How do you rate Interface product quality?“. In the responses, 89% of the respondents said we provide superior or above average products. Quality is a hallmark of our work. We appreciate the confidence!
“I visited Interface Inc., for the first time 1978 when I talked to Dick Carris and since then we have been impressed of Interface Inc. products. We get all information we need from you and technical help when we need it.” Interface Customer Response, Spring 2020 NPS Survey
We also asked in our survey if our customers would be buying products from Interface again and an overwhelming 93% said yes. We didn’t have anyone say no, and only 7% of respondents were unsure. Thank you for your continued patronage and loyalty to Interface.
We gathered important feedback from our customers. It’s important to listen and respond with actions. We know communication and service is vital to our success. We learned that convenience, knowledge of products and willingness to help were areas where you think we are doing excellent or better than average. We recognize that we can always improve. Thank you for sharing ideas and recommendations on how we can continue to do more to ensure your experience with Interface always exceeds expectations.
We also love some of our customers who shared some heartwarming comments about their experiences with Interface. As a 52 year-old company, these mean the world to us!
“I have been using your load cells since 2001. Keep making them as you have.” Interface Customer Response, Spring 2020 NPS Survey
Interface is committed to continue being the leader in force measurement solutions. Learning from our customers what’s expected from a leader helps us. Thank you to all those that shared their feedback and insights. We appreciate you! If you weren’t able to participate in the survey and would like to share your feedback, click here.