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Results of April 2022 Customer Satisfaction Survey

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 Fall 2021 NPS and Customer Satisfaction Survey

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.

Quality is Top Reason Customers Choose Interface

In our latest customer feedback survey, we asked those that rely on Interface why they buy from us. The overwhelming top response was product quality. One of the trademarks of Interface is ensuring that our products meet not only the demand of what is needed in the market for measurement sensors, but that the precision, accuracy, and quality of everything we build is market leading. Best in class.

Our customers drive Interface innovation. We are continuously looking at trends, special requirements and future outlooks to determine what solutions can meet today’s requirements and those in the future. It was noted in the survey that customers depend on Interface for this expertise and experience. That is why it is central in our business strategy and key for Interface’s success to ask, listen and learn from those that rely on our force measurement solutions in their businesses.

A hallmark to our semi-annual survey is the Net Promoter Score (NPS) question that is designed to measure loyalty. We asked again in this latest Spring 2021 survey, “How likely is it that you would recommend Interface to a friend or colleague?” Respondents are then asked to rate their response by selecting 0-10 with 10 being extremely likely and 0 not at all likely. The percentage of those that select 9 or 10 are considered promoters of the Interface brand. Anyone that scores 6 or below is considered by NPS standards to be a detractor. The percentage of promoters minus the percentage of detractors are gives you an NPS score.

We are very excited to announce that Interface’s current Net Promoter Score is +73.

The founders of NPS note that outstanding companies in their class average between a +30 to +50. We are honored by the recognition coming directly from our customers.

“This is a great result! We appreciate the recognition of our team member’s hard work to generate such customer satisfaction and loyalty. Global brands recognized around the world and who are famous NPS power users rarely report scores as high as Interface. We are honored to have such loyal customers, as seen in an outstanding +73 NPS. Remarkably, this came during a period where the customers’ most recent experience likely was influenced by the pandemic strain.” Greg Adams, CEO

We learned from our customers when we asked, “What are the most important reasons why you choose to buy from Interface?”, that product quality matters most, followed next by calibration and repair services, accuracy specifications, experience working with Interface and brand reputation. We also looked at trends in future product demands and the ability to buy online through our QS48 online shopping service.

Our customers were very forthcoming in their preferences for technical support, with phone and email taking top positions. This was followed by using our technical library, video demonstrations and numerous product and technical manuals.

We also gained great insights from our customers when we asked, “How can we improve your overall experience working with Interface?”  All feedback matters to us. It’s what we gain through this transparent and open process that we know where we can look to improve. In fact, we are determined to look at every opportunity presented in the survey to make operational improvements that benefit our customers in all areas from design to shipments.

“Our team performance demonstrates the winning position we are all committed to at Interface. Customer experience is central to what we do and it’s our focus to continuously exceed expectations. As great as this score is today, the better news is that we have the opportunity to improve further and define our future as the market leader by delivering the best for our customers.” Greg Adams, CEO

Our last question in the survey, we asked, “How satisfied are you with Interface and your customer experience?” and we learned that 98% of our customers are satisfied and 83% are very or exceedingly satisfied. We appreciate all those that provided their candid responses in our Spring Customer Satisfaction and NPS Survey. Our work continues to make sure what we do goes above and beyond and delivers on our promise to exceed expectations.

 

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.

Interface Customer Survey for Spring 2020

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.

Interface Customer Insights from Fall 2019 Survey

Twice a year Interface engages our valued customers to formally seek their feedback, insights, and future outlook regarding test and measurement. Our latest survey results show a continued demand in project-based force measurement technology, a growing need for innovation, and complete system and custom solution designs for OEMs.

In our continued commitment to customer experience, we surveyed thousands of Interface buyers to help us understand how we can best serve their needs today and in the future.  What we learned through this process is that accuracy, quality and trust remain constant when determining the types of force measurement products our customers buy and utilize.

Our semi-annual Interface Customer Satisfaction Survey consisted of a single question to measure our performance by a Net Promoter® Score (NPS) with an additional four questions to gather our customer’s direct insights and feedback. Interface utilizes the NPS score to provide predictability and measure overall satisfaction through trending data on how we perform for our customers.

The creator of NPS, Fred Reichheld, noted that the highest-performing companies will score greater than +50, while the average American company rates between +10 to +12 across all industries. When we asked our customers who have purchased Interface solutions over the past 18 months, how likely is it that you would recommend Interface to a friend or colleague, 86% of all those that answered said they are extremely to very likely to recommend Interface to others. The overall NPS rating for Interface based on our 2019 surveys now stands at +54.

Additional Questions from Interface’s Fall 2019 Survey:

QUESTION: What force measurement products do you generally use at your company?  

Not surprising, 100% of our customers noted they are using our most popular products, load cells. Interface customers also rank mini load cells, instrumentation, torque transducers, and calibration systems in the top five products they regularly use.

QUESTION: If applicable, do you calibrate your own load cells or send them to a calibration service provider?

In our survey, 61% of respondents shared they are sending out their load cells for calibration while 21% are doing an in-house calibration. This is aligned to Interface’s continued growth and demand for our expert calibration services.

QUESTION: Is the ability to customize your force measurement products important to you? 

More than half of the participants shared that customization is important in the applications. Interface also sees a growing trend in modified product requests and custom solutions for innovative use cases, as well as in applications with our OEM customers.

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 8.3, with the highest majority of respondents indicating they are extremely likely (10) to recommend Interface products and services to a friend or colleague.

All feedback is important to us and our last question in our survey asks for direct feedback that we can share with our team members. As we focus on continuous improvement, we learn from our customer’s input. It helps us to find better and more innovative ways to ensure we meet and exceed our customer’s expectations. It’s what we strive for every day.

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.

Thank you to all our survey participants.  We are grateful and thankful for your business.

Interface Customer Satisfaction Survey and NPS Results for Spring 2019

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.