why Interface Archives

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.

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.