Customers have their say – CSAT Survey Results

Rainford Solutions is pleased to announce that following their annual CSAT survey its 2020 Net Promoter Score (NPS) set another company record at 73 achieving well above the manufacturing industry global benchmark of 44.

Jerome Fox, Sales & Marketing director at Rainford 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 January 2020 report from the Institute of Customer Service shows that the overall customer satisfaction in the UK is stagnant or falling.

Customer Feedback

Technical competence is more than excellent, I would say outstanding.”
Telecommunications Company

Quality of product always meets our customer requirements, delivery and communication excellent.”
Telecommunications Company

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.

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