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Interface Customer Satisfaction Survey Results for October 2020

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.

The Future of Force Measurement

In this post, Joel Strom, CEO at Interface, shared his vision for the company and force measurement predictions for 2020 and beyond. 

Engineering and manufacturing are continuously changing to keep up with the pace of fast-evolving technology. It feels like every time one of our customers releases a game-changing new product; they immediately go back to the drawing board to work on its next evolution. To enable our customers to meet the speed of innovation and compete in the expanding sensor marketplace, Interface must follow suit. That also means we are constantly looking at ways to improve the ingenuity and capability of our vast array of products and solutions.

Looking ahead to 2020 and the next five years, here are our predictions for the future of force measurement and how Interface is positioning ourselves as leaders in our industry.

Innovating for the Digital Age

For much of Interface’s 50-year history, we have developed analog load cells. This was always the way a load cell worked. In recent years, we have put a heavy focus on innovation and transforming our company for the digital age. The sensors we are building now allow our customers to transmit data wirelessly through WIFI and Bluetooth® technology. These products help to connect everything through the internet of things (IoT), giving our customers more accessibility in the way they collect and measure force data.

We are deliberately focusing on ways to provide our customers with more value from our entire suite of force measurement products, custom solutions, and services. Our goal is to connect everything we design, build and create ensuring the data our products gather can help make better decisions and automate processes greater efficiency and usability for our valued customers. Through the age of digital transformation, Interface is a partner to our customers in helping them do big things in the world.

Pushing the Limits in Force Measurement Technology

One of the biggest trends in force measurement is the demand for all-in-one tools and systems that provide more data points from a single product. Customers want their load cell and sensor technology to measure a combination of force, torque, vibration, position, speed and more.

We are addressing these requirements by investing in the next generation of our core products to improve the value to customers. As the most accurate and reliable load cell manufacturer, we want to push the limits on the accuracy, improve the temperature ranges of our products, and expand application uses and grow capacities. Using our ingenuity and industry experience, we also want to add more capability to our core products. Digitizing existing product lines is one way we are doing, as well as adding more sensors that can collect a wider range of data.

Exploring New Industries and Advanced Technology

One of the most exciting things about working in the force measurement industry is the fact that we are on the ground floor in developing new and innovative hardware. As we enter a new decade, we see expanding developments in space, robotics, and electric and autonomous vehicles. These are all products and inventions that require extremely accurate force measurement tools to create and test their innovations.

In order to stay on top of new technology, we are investing more in research and development than ever before. Imagining the possibilities, we are working closely with our customers, and in many cases partnering with them, to understand their evolving needs. Many of the products we have released in the last two years have been a direct response to customer requests and the application of imaginative thinking from our skilled leadership and engineering teams.

As we continue our journey in the 2nd 50 years of Interface, we are excited about the possibilities of force measurement and the new ways we can help our customers. We can’t wait to show you what we have on the horizon.

To stay up-to-date on new product announcements and to learn more about Interface and its commitment to accuracy, reliability, and innovation, please stay connected by subscribing to our blog and follow us on our social media channels: LinkedIn, Twitter, YouTube, and Facebook.  You can also watch a recent company video highlighting why Interface was chosen as Arizona’s 2019 Manufacturer of the Year.

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