We have recently received the results of our annual customer feedback survey, and we are happy to report that the feedback is overwhelmingly positive.
New this year is the addition of a new metric, the Net Promoter Score (NPS) which we will tell you a bit more about in results overview.
The Survey Results:
Of the 78 customers who took our survey, 89% said their experience of being a Ritherdon customer left them very satisfied.
Our survey also revealed that 98% would rate our customer service and responsiveness to email and phone enquires as excellent or good and that 90% of the customers we surveyed, view us as their go-to supplier.
Net Promoter Score
The NET Promotor Score (NPS) is a metric used by businesses to determine customer loyalty by asking the question:
“How likely is it that you would recommend ‘your organisation’ to a friend or colleague?”
When responding to the question, people give a score between 0 and 10. Those who give scores of 9-10 are then called promotors and are considered likely to promote the business. Others who give scores of 7-8 are called Passives and 0-6 are called Detractors.
The NPS score is then calculated with the formula NPS = % of Promoters ( — ) % of Detractors:
We are very pleased to say that 74% of those who took our survey were in the Promotor bracket, giving us scores of 9-10! This gives us an NPS score of 72!
This puts us in the top 25% of organisation’s for NPS score! It is rewarding to see that our customers are happy to endorse our products and services.
We are very pleased with the customer feedback received and eagerly await to help with all your requirements for electrical enclosures.
Should you have any inquiries or projects you’d like to discuss in more depth, feel free to call us at 01254 819 100 and press 1 for Sales. We are here to assist you.
Alternatively, you can reach us via email at our centralized inbox, sales@ritherdon.co.uk, through our reliable ticketing system. Don’t hesitate to use the online chat feature on our website, available during and after office hours.
We would like to say a big thank you to all customers who participated in the survey and provided us with such valuable feedback.
As always, our aim is to continuously improve and enhance our customer service to uphold the highest standards. We are committed to delivering an exceptional experience to each and every one of our customers, and your feedback serves as a guiding light in this endeavour.
We will continue to strive for excellence in all aspects of our customer service, and we look forward to serving you even better in the future.
