Warm praise for warm edge
A recent customer survey saw glowing praise for 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.
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,” managing director Chris Alderson said. “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.”