Interface takes pride in carefully listening to the needs of our customers. It is important in our endless evaluation of our customer’s experience. The value we get from paying attention and learning how we can best serve those that rely on us for our products and services is immense.
One of the ways we formalize our customer experience (CX) feedback process is through our semi-annual customer satisfaction and Net Promoter Score (NPS) surveys. This tool helps us to gather insights first-hand, as well as look into the future for how we can deliver as or more than expected to our customers. If you subscribe to our blog, you know this is a topic we like to write about twice a year.
The first question we ask in our surveys is the Net Promoter Score (NPS) question, “How likely is it that you would recommend Interface to a friend or colleague?” Participants reply by choosing between 0-10 with 10 being extremely likely and 0 not at all likely they would recommend Interface to others. The percentage that selected 9 or 10 are considered promoters of the Interface brand by NPS standards. Those that provide a score of 6 or below is considered a detractor. The percentage of promoters minus the percentage of detractors is how the NPS score is calculated.
It is with great honor that we can report Interface’s NPS rating measured in the Fall 2021 is +58.
By industry standards, this high rating is top of class. This is important to us as we value quality and accuracy in all that we do. In the survey, we also gathered input on how people are using our products. This bit of data will help us in the development of our materials and future events to ensure we are providing resources that help our customers in their role.
What we found is that most Interface product users classify themselves as using the products for product testing, fatigue testing or in a test lab. More than a third are utilizing the products in calibration equipment and another third are using the products as a component of another product or as OEM parts. We also heard from our customers that a large group are using our products in new designs and engineering solutions, as well as experimentation. We love to be part of these innovations!
There were two other questions in the survey that helped us to understand how we can meet the growing demands and requirements of our customers. One was related to calibration and technical support as measured by turnaround time. It is an important topic as we look to expand our service capabilities in this next year.
The other question we asked helped us understand how we can be the best supplier to our customers, by identifying products they you would like Interface to offer in the future. As we continuously look to expand our catalog beyond the 30,000 product options we have today, it’s important we know what you need.
Our last question in the survey, which we deem as most important was “How satisfied are you with Interface and your customer experience?” We are proud to say that 99% of the customers responded satisfied, with most stating they are exceedingly satisfied.
Even from those that are satisfied, we did get some important feedback on areas that we can focus on in 2022 and beyond to sustain this important distinction. We know satisfaction is earned every day, so we will continue to work as a team and a partner in meeting these expectations going forward.
We would like to thank everyone that participated in this survey and shared their responses. It means the most when it comes from our customers. If you did not get a chance to participate in the survey and would like to share your feedback, please contact us. We are eager to learn more.