THANK YOU FOR OUR NEW CUSTOMER SCORE!
February 25th 2016
We’ve just conducted our 14th Customer Score Survey and we’re delighted to announce we received our highest score to date. The survey asks recent customers to rate their experience and how likely they are to recommend us. While the average for a business is a score of around +16, we achieved a score of +60.4. So we’re very happy - as this shows a high level of customer satisfaction with the service you’re receiving.
Customers who had made recent purchases were contacted by phone and asked to rate, on a scale of zero to ten, how likely they would be to recommend Graham to a friend or colleague.
A rating between 0 and 6 signifies a negative response and a rating of 9 or 10 is a very positive response. The overall results are then placed on a scale that runs from a score of -100, if all responses given were negative, to +100 if all the surveys came back positive.
Customers are also asked general questions around service, support, product offer and staff knowledge, to help find out why they gave certain feedback and in some cases, what we could do to improve.
Dave Pollard, our Customer Experience Marketing Manager said: “The Customer Score is more than just a number and helps us to really move the business forward. The survey allows us to communicate with our customers, find out in which areas we excel and make improvements where necessary.”
“We are delighted that our customers continue to rate our service so highly. Achieving the highest score so far shows the changes we have made following previous surveys have made a real difference to customer experiences.”