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Interface Fall 2022 Customer Survey Results

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Interface recently conducted our semi-annual customer survey. We appreciate everyone that took time to share their experience based on collaborating with us over the past year. We prioritize all the individual and collective input and share all feedback and results across our entire company. Customer experience is a top initiative at Interface, and direct feedback is a critical measure of how we are doing to meet and hopefully exceed expectations.

We asked six questions in the latest survey to gather valuable insight and feedback about products, vendor selection, lead times and overall satisfaction. For four years, we have asked the most popular and standard question that measures customer satisfaction and reliability across all industries, “How likely are you to refer Interface to a friend or colleague.”

The importance of this question is to measure consistency. The responses to this question tell us how we are performing based on customer loyalty and brand recognition. The results of how people answer this question produce what is known as a Net Promoter Score (NPS). For this past survey, this question resulted in a +52 NPS. We are incredibly pleased to learn that the majority of respondents did select 10, on a scale of 0-10. We value the confidence.

Our trend for the past eight NPS surveys tells us that we are consistent in how we are operating as a company based on the feedback from our customers. Interface remains in the higher rankings of a NPS, where top performing companies are above +30. Most respondents also selected they were “exceedingly satisfied” with Interface when we asked, “How satisfied are you with Interface and your customer experience?“ to measure overall customer satisfaction. What we also learn in every survey that is there is always room to improve. As a customer-centric company, we are equally focused on being quality-driven as a precision manufacturer of force measurement solutions on which you can depend for accuracy and quality.

We also asked a question related to lead times on products. We learned that the faster we can deliver the products you need, the better. This is helpful as we plan our production for 2023 and beyond. We’ve been manufacturing more of our standard load cell product inventory for availability in our QuickShip48 program. The QS48 program is an online ordering program that guarantees delivery within 48 business hours. We are continually growing stock of these products that do not require any customization. Be sure to check out the QS48 products available here.

Our team also asked the Fall 2022 Customer Satisfaction Survey respondents to tell us what criteria they use for selecting a force measurement product and service company. We asked, “What factors help you decide to continue using Interface as a supplier of force measurement solutions? Here are the top five selected category responses:

  • #1 – Quality of Products
  • #2 – Accuracy Specifications of Measurement Devices
  • #3 – Past Buying Experiences (Relationship)
  • #4 – Services
  • #5 – Breadth of Product Offering

The other selections included: Customization and Modification of Products, Convenience, Lead Times, Product Fit and Test & Measurement Expertise.

Customer experience matters to us. We do value all the input and will use this direct feedback to measure how we do in growing your loyalty and satisfaction in 2023 and beyond.

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 Satisfaction Survey and NPS Results for Spring 2019

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Interface is well-known for our force measurement expertise. We work hard to earn our customer’s trust by delivering exceptional products and services.

We are also obsessed about customer experience, with a focus on delivering force measurement solutions that exceed expectations in quality, accuracy, and reliability. Precision in all areas of our business is core to who we are today and helped us navigate our business since our founding in 1968.

What helps us maintain our customer-centricity and innovative concentration is our commitment to listen. We constantly look for opportunities to learn from our valued customers, distributors, and representatives about their unique applications.  In our pursuit to gather this direct feedback, we recently conducted our semi-annual Interface Customer Satisfaction Survey. It consisted of four questions to help us gather market intelligence and customer insights, and one question to measure our performance by a Net Promoter® Score (NPS).

An NPS score can vary considerably from industry to industry. NPS is derived from responses to the question, how likely is it that you would recommend Interface to a friend or colleague? The NPS methodology is based on asking customers this single question to predict repurchase and referral, essentially measuring customer loyalty. According to Reichheld, the creator of NPS, the average American company scores a +10. He also suggests that the highest performing organizations typically score between +50 and +80 NPS.

Interface is a high performing organization by NPS standards. Interface’s NPS score for its Spring 2019 Customer Satisfaction Survey is +63.

The NPS scoring is based on a scale of 0-10 for how likely they would recommend us, zero being least likely and 10 being extremely likely. Our average score from this recent survey is 8.9, with the highest majority of respondents indicating they are extremely likely (10) to recommend Interface products and services to a friend or colleague.

In addition to the NPS question, we asked survey participants their top considerations when buying force measurement solutions. Quality ranked number one, followed closely by accuracy, and reliability.  Customer service and technical support rounded out the top five considerations.

We also learned that more than 81% of our buyers will purchase force measurement products, services, or custom solutions in 2019.

We finished our survey with questions that provided valuable feedback about their experiences and expectations.

All feedback is important to us.  If you are a customer and would like to share information with us about your buying experience, you can always contact us directly or complete our feedback survey here. If you would like to learn more about our customer satisfaction and NPS survey, please feel free to reach out to us directly at marketing@interfaceforce.com.