A recent customer survey saw glowing praise for market-leading spacer bar manufacturers Edgetech.
The Coventry business routinely approaches a random selection of clients taken from all spending brackets and to ask them a series of questions about their experiences dealing with Edgetech.
The company analyses the responses using a measurement system called Net Promoter Score, a management tool used to gauge the loyalty of a firm's customer relationships. By taking the percentage of customers that rated the business 9 or 10 out of 10, and subtracting the percentage of customers that rated it 6 out of 10 or under, Edgetech was able to arrive at its total Net Promoter Score. NPS can be as low as −100 (everybody is a detractor) or as high as +100 (everybody is a promoter) with an NPS of +50 regarded as an excellent result.
Throughout the year, Edgetech’s Net Promoter Score didn’t once drop below +50 and peaked at +88, an achievement the team is keen to maintain and build on.
As well as measuring customers’ overall satisfaction with Edgetech, the survey also captures more detailed information about their relationship with the company.
In the most recent survey, 91% of respondents said Super Spacer accounted for between 76-100% of the warm edge units they produce. 97% said Edgetech engineers respond quickly to any technical queries that arise and all customers agreed that Edgetech’s territory sales managers are making a positive contribution to their business.
“We’re delighted by the results of the customer survey,” comments Managing Director Chris Alderson. “Our excellent Net Promoter Score is particularly encouraging – the average company scores just +10, while the highest-performing businesses usually register between +50 and +80. Our scores give us a fantastic base to build on as we strive to become even more customer-focused in the months and years ahead.”