Warm-edge experts, Edgetech, continues to offer outstanding service, according to the findings of its latest customer survey. The Quanex company has achieved a Net Promoter Score of 63. (The average company scores 10 using the Net Promoter Score system. A score of over 50 is considered exceptional.)
Once a quarter, Edgetech selects 40 customers at random, and asks them how likely they are to recommend the firm, on a scale of one to ten. They then subtract the number of customers who rate them six out of ten or less from the number who give them nine out of ten or more, to determine their ‘Net Promoter Score’: a metric used in customer experience programmes that measures customer loyalty.
Even amid supply chain disruption, Edgetech’s customers reported that 88% of orders were received on time, and that 100% of orders were received in full. Charlotte Hawkes, Edgetech’s head of marketing and customer experience, said: “Against an extremely challenging backdrop, this positive customer feedback is a massive achievement for the Edgetech team.
“Manufacturers of all kinds have been placed under huge pressure by the ongoing disruption of the pandemic, even two years on from when it began. At Edgetech, we’ve not escaped that, and have been hit by a raft of inflationary pressure, material shortages, longer lead times and much more.
“It’s hugely gratifying that we’ve been able to continue supporting our customers throughout this tumultuous period – and I’m especially pleased to see comments praising new initiatives like our online ordering system, which took a lot of hard work and dedication to get up and running. While we’re delighted by this feedback, we’re not complacent. IGU manufacturers are still facing big challenges as they continue to recover from the events of the last two years, and at Edgetech, we’ll continue striving to offer them the very highest standard of service.”
