Customers Satisfaction Is Our Priority
At Metalcraft, we have great customers and we work hard every day to keep them satisfied. We regularly survey our customers to track their overall satisfaction and look for areas in which we can improve. Most recently, we decided to take things a step further using a metric called Net Promoter Score (NPS).
Net Promoter Score is a customer satisfaction benchmark that measures how likely customers are to recommend your business. So, we surveyed our customers and asked them “On a scale from 0-10, how likely are you to recommend us to a friend or colleague?” We were pleased with the results.
To see more about how NPS is measured, check out this NPS white paper.
How Is NPS Calculated
NPS is calculated on a 0-10 scale by taking the percentage of “Promoters” (those who rate the company 9 or 10 on the scale), minus the percentage of detractors (those who rate the company at 6 or lower). Ratings of 9 or 10 mean the customer is very likely to recommend the company to others.
NPS = Percentage (%) of Promoters – Percentage (%) of Detractors
Metalcraft’s 2019 score was 70, putting us at the top of our industry and showing our commitment to taking care of our customers.
While we are proud of this metric, we are definitely not satisfied and will continue to work to bring our customers the best overall experience possible – you can count on it!
About the Author: Julia Deets
Julia Deets joined Metalcraft in 1999 as the Marketing/New Product Director. Julia has held numerous roles during her career with Metalcraft, all related to marketing and customer support. Her current position is as the VP of Marketing and Customer Experience. She has both an undergrad and a Master's degree in Organizational Communications from Northwest Missouri State University and the University of Northern Iowa, respectively.
