• Barry Michael Aldridge

COMMITTED TO CUSTOMER CARE

Loughborough-based Flotec, a leading supplier of hydraulic, pneumatic and pipeline products to industry, publishes its customer satisfaction survey result.

In January of 2021, Flotec devised a series of core values with one being a commitment to delivering an exceptional customer service:

  • To offer a solutions-based approach for all customers.

  • To provide a polite, courteous, professional, and knowledgeable experience.

  • To focus on service, solutions, and delivery.

  • To give such an exceptional service that customers keep coming back.

An NPS questionnaire was distributed in the last quarter of 2021 to ensure Flotec was keeping to its promise. NPS stands for Net Promoter Score and is used to measure customer experience by asking the following question:

“On a scale of 0-10, how likely are you to recommend Flotec to a friend or colleague?”

Promoters score 9-10, passives score 7-8 whilst detractors score 0-6. According to QualtricsXM, a score of 80% plus is considered world class. Flotec is delighted to announce that it scored an impressive 87.5% and would like to thank everyone who responded and gave positive feedback and comments. Flotec intends to distribute an NPS survey each quarter to ensure continuous improvement of its service offering so if you do receive an invite to take part, please do take the opportunity as it will help the organisation in its endeavours to provide the best level of customer service and care possible.

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