NPS Results = World Class Service
Our latest Net Promoter Score (NPS) of 75+ proves our customer service is truly world class!
Fixmart’s World Class NPS Result
An NPS of 75 is excellent, with 79% of respondents giving us either 9 or 10 out of 10! A company’s NPS is rated between -100 and +100, with anything above 70, regarded as world class! Plus, we received some fantastic customer feedback along the way.
What is a Net Promoter Score, and How is it Calculated?
NPS measures how likely customers are to recommend a company or a service to a friend or colleague.
Customers are asked the standard NPS question, "On a scale from 0-10, How likely are you to recommend the company to a friend or colleague?" NPS responses are then classified into three groups depending on their score:
- 9 – 10: Promoters
- 7 – 8: Passives
- 0 – 6: Detractors
A company’s NPS is then calculated as the percentage of 'Promoters' minus the percentage of 'Detractors'.
Customer Feedback
It’s not all about NPS! As in addition we asked our customers what they liked about us and what we could improve…
Completed anomalously, by far the most common response to what we could improve was ‘nothing’. However, we realise that to maintain such a high score we can’t rest on our laurels and must continue to develop, in order to carry on providing such an outstanding service.
When asked what customers liked about us ‘customer service’, ‘delivery’ ‘speed of response’, ‘stock availability’, ‘reliability’, ‘communication’, ‘product range’ and ‘pricing’ all scored highly, with the ‘website’ and ‘ease of ordering’ mentioned too.
Don’t take our word for it, below are just some of the direct quotes provided by customers:
“Extremely responsive and consistently helpful throughout. Overall, the level of service has been outstanding. Their reliability, clear communication, and willingness to support have made them the best service provider we have worked with to date.”
“Good range of products in stock. Fast delivery. Free delivery.”
“Incredibly professional staff, service, trusted partner”
“Very quick and reliable service, products are always in stock and always next day delivery.”
“Very helpful and very quick with quotes. If there is a problem very quickly dealt with.”
“Honest, straightforward and reliable. With a quality of products, you can reply on.”
“Cariss and the rest of the team are amazing, their service is second to none, we use them daily and are very happy all round.”
“Great stock of items, quick deliveries and great facility to collect items after hours.”
“We value Fixmart’s competitive pricing, reliable delivery service, and strong product availability. The team is always helpful and responsive, making the ordering process straightforward and efficient. Communication is clear, and the overall service is dependable, which makes Fixmart a trusted supplier for our projects.”
“Efficient communication, quick turnaround, competitive prices.”
“Good stock availability. Helpful, friendly staff. Stock delivered when promised.”
“I have one point of contact that deals with me, Derry knows everything about our orders and when something does go wrong (we are all human) it is fixed within minutes.”
“Quick response to emails. Local to some of our engineers. Good selection of fixings & fittings.”
“Next Day delivery and 99% of the time have what you ordered.”
“Always fast and efficient service and provide us with everything we need.”
“Quick delivery, good stock of items, very helpful staff.”
“The prices and availability of stock and the help from the sale team.”
So, we’d like to take the opportunity to say a big thank you to all the customers that took part and provided such positive feedback in our NPS survey!
If you work in the MEP or HVAC sectors, and are looking for a supplier that provides a world class service, why not give us a try with your next project? Simply contact our team for a quote: 01322 274226 / [email protected] or request a Credit Account.