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.