An NPS score measures customer loyalty by looking at their likelihood of recommending a given company. In NPS, a score of more than 50% is considered excellent and a score of more than 70% is considered world-class. LINAK® UK scores 61.3%, a very satisfactory result.
“The score is an average of the four surveys we have conducted over the past 2 years. Here, we have surveyed our broad customer base in all segments, so it is truly a result that spans a wide range and that we can be proud of. For us, it means a lot that we can see that our customers are satisfied with us as a business partner. We are also proud and grateful to our customers for the 80% response rate, which could only happen with strong relationships and trust” says John Turner, Managing Director of LINAK UK.
Scores highly on product quality and reliability
The results show that LINAK UK’s customers are generally very satisfied and would like to recommend LINAK as a business partner to others. In particular, the high product quality and daily support are parameters that are highly valued by those surveyed:
“I’m extremely proud of the results and that our customers value us as business partner. The last 2 years have been challenging for all with component shortages, transport crises and price increases so we are extremely grateful for the praise we have received for navigating these difficult times with great communication and support for our customers,” he says, and elaborates:
“Our customers need to be able to rely on us as a key supply partner. Both in terms of product quality but also local reactive support. This local approach adds value by providing local stock and experienced support staff who understand the language and market”
Room for improvement
Even though the results were excellent, not all surveyed customers have only praise for LINAK, and that provides us with valuable customer experience insight which we will use to ensure we continue to improve, innovate and add value to the customer experience journey, says John Turner:
"We have surveyed 166 contacts within 86 customers and even though we hoped everyone was equally satisfied with us; we were realistic that we still had room for improvement. For contacts who provided a score of between 0-6 from a 10-point scale, we called them to discuss the score and determine where we can improve. Its vital that we face any criticism head on and accept any shortfalls so that we can become a better version of ourselves for the future”
The next step is to investigate the survey and identify the areas that need to be worked on and optimized in the future in collaboration with the head office in Denmark.:
"The NPS survey has been completed across the globe in more than 35 countries, and this provides valuable data and comparative analysis on the potential for improvement across regions and borders. We are a company in constant motion, and we always strive to optimize where it makes sense. A survey initiative like this provides us with a clear benchmark for making such optimization decisions," he says in conclusion.
