The independently owned company is committed to providing excellent customer service and implemented the Net Promoter Score (NPS) system two years ago to monitor its customers’ experience and feedback.The NPS system asks customers how likely it is that they would recommend National Windscreens to a friend or colleague. Survey respondents are asked to rate the overall service from 0 to 10, with 10 being the highest possible score.
NPS is used by a number of the world’s leading customer focussed organisations to track customer loyalty; it is widely accepted that the NPS method of rating customer service is far more discerning than asking for a traditional yes or no response to a typical ‘would you recommend….’ style question.
National Windscreens has surveyed over 10,000 customers and is very pleased with the findings, as Commercial Director, Pete Marsden, explains, “We are delighted to have improved the score significantly this year. It shows that National Windscreens’ priority of aiming to provide excellent customer service is really appreciated by our customers. “Many of the world’s leading brands use NPS to measure their customer experience and I am proud that our teams have achieved these outstanding results. The challenge for 2014 is to continue to improve our score yet again.”
Find out more about National Windscreens by visiting www.nationalwindscreens.co.uk.