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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.

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.