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Results of April 2022 Customer Satisfaction Survey

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Interface is committed to listening, learning, and sharing. It is embedded in our mission to go above and beyond to attract and retain customers, invest in our team members, foster innovation, strengthen our brand, and create a partnering and thriving environment.

One of the tools we use to gather feedback is through our semi-annual customer surveys. It is a formal process where we reach out to our customers to ask for their opinions, ideas, and suggestions for improvement. Though this only one of the tools we use, we also gather feedback through our team members and customer interactions every day. As an organization and throughout our global sales network, we value every response and shared experience. It helps inform our team members and provide us with insight into what matters most to our customers.

In our most recent Customer Satisfaction and NPS Survey, conducted throughout April 2022, we asked five questions. The first question, known as Net Promoter Score® identifier, we asked customers How likely is it that you would recommend Interface to a friend or colleague? They were able to select 0-10, with 10 being extremely likely and 0 not at all likely. The percentage of people that answer with a 9 or 10, are considered promoters. Responses that are 6 or less are considered detractors. The NPS rating is decided by the percentage of promoters minus the percentage of detractors. This is how you calculate an NPS rating.

We are incredibly pleased to announce that our NPS rating in April 2022 is +54. According to the creator of the NPS, the average company scores less than +10 on the NPS, while the highest performing organizations are between +50 and +80. These values vary considerably from sector to sector and from culture to culture. Interface recognizes the importance of our customer input through this question and though we have ranked in the highest performing category in six surveys, we do take this as a measure that offers opportunity to continuously improve to exceed expectations.

Additional Spring 2022 Questions

Where do you go to get your technical questions answered related to Interface products or use requirements? We want to ensure we are supplying valuable support resources, so this is an informative question. We learned that most responders either contact Interface directly (41%) or reach out to their local representative (44%). Here are resources that responders use for Interface Technical Support:

How much do disruptions across the global supply chain influence your purchasing decisions today? Interface understands that there are challenges across the entire global supply chain for all industries. It is important that we recognize how this can affect our buyer’s experience. It’s clear that this a concern for most of our customers, with more than 70% stating there are moderately to very concerned and taking actions for advanced planning. Our team members are here to assist with longer planning cycles and help in meeting your future demands.

How satisfied are you with Interface and your customer experience? (5=Extremely Satisfied, 1=Very Unsatisfied) This important customer satisfaction survey helps us to understand how we are doing overall in meeting expectations. With 93% rating they are satisfied and a remarkable 50% saying they are extremely satisfied; we are pleased and optimistic there is opportunity ahead.

What can Interface do that will improve your overall satisfaction with our products or services? Our favorite part of our semi-annual survey is to listen to your ideas, suggestions, and concerns. Every person in our company reviews this feedback. It is that important to us. We want to know what we can do to ensure you get what you need, you are supported, and you find your experience with Interface best-in-class.

We want to thank you for everyone that provided this valuable feedback. It matters.

Most of all, thank you for trusting Interface. We take that responsibility seriously and appreciate you taking time to give us feedback. This survey is an important part of our process; however, it is a floor rather than a ceiling on customer input. We are always happy to receive your observations and suggestions at any time. – Greg Adams, CEO at Interface

We are fully committed to not just listening but applying what we learn. It is an initiative that permeates every part of our company, as customer experience is a team effort. Proven throughout our history starting way back in 1968, our customers define our success and how we meet their expectations is what we work on every day.

If you would like to share your experience, do not wait for a survey. Contact us, we are here to listen.

Interface Customer Satisfaction Survey Results for October 2020

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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.

Interface Customer Survey for Spring 2020

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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.