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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 Insights from Fall 2019 Survey

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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

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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.