Rainford Solutions, is pleased to announce that following their annual CSAT survey its 2019 Net Promoter Score (NPS) set another company record at 69 achieving well above the manufacturing industry benchmark norm of 51.
Head of Sales & Marketing Jerome Fox commented, “Our NPS score is one of our key performance indicators, so we are very proud of the whole team’s work to achieve this score.”
The manufacturing customer journey is a complex one; to reduce complexity and improve retention Rainford continues to invest in areas of improvement including relationship management, product design, total quality management, and delivery performance.
Rainford constantly strives to deliver a high customer value proposition and great customer experience, which gives customers confidence to continue growing their business relationship. The latest NPS scores highlight another year of improvement for Rainford and their customers’ willingness to recommend the company.
Jerome added “innovation and continual improvement based on customer feedback is a competitive differentiator, and one of the reasons why we have so many long standing clients. All our customers benefit from knowing that we are committed to providing an exceptional customer experience.”
By improving its CSAT scores Rainford is bucking the trend - the latest report from the Institute of Customer Service shows that over the last two years overall UK customer satisfaction has fallen continuously.
“Always willing to engage with us and work collaboratively.” Telecoms Provider
“'Really satisfied with excellent service level.” Electronic Manufacturer
About Net Promoter Score (NPS)
Net Promoter Score is a standard metric that is calculated based on responses to a customer survey question that asks, “How likely are you to recommend this company to a friend or colleague?” The question is intended to provide companies a gauge of customer satisfaction with a given brand.