Roscoe, with the help of Market Measurement, an independent market research firm, is in the midst of conducting a telephone survey among our customers to help us better understand their needs and improvements we can make in the products offered. If you have responded to the survey we sincerely appreciate your feedback and take it highly into consideration. We are extremely pleased with the results!
Use Net Promoter Score to Help Predict the Future of Your Company
Carl Hendrickson of Market Measurement recently sent over some preliminary data that gives the Chicago uniform company cause for joy. The survey, conducted every year, measures Overall Customer Satisfaction, Likelihood of Service Agreement Renewal and the Net Promoter Score. The Net Promoter Score, developed by Fred Reicheld, author of “The Ultimate Question,” predicts customer loyalty by asking the question: “On a scale of zero to 10, how likely are you to refer to a friend or colleague?”
Reichheld discovered that when customers answered this question with a nine or 10, they were statistically more likely to repurchase from the company and/or refer it. The score is derived by subtracting the percentage of “Detractors” (score you between zero and six) from “Promoters” (rate you a nine or 10). If your company score is north of 15%, you’re above average. If your company achieves a Net Promoter Score of at least 50% it is considered “World Class” and can expect your company to grow at a rate faster than the economy.
Preliminary Data Results in Line with Team Member Efforts & Company Goals
Which is why this laundry service is over the moon with the initial results of the data. In previous years, one of our teams was scoring lower on the Net Promoter Score and the Likelihood of Service Agreement Renewal. This year, it has reached the levels of the other two teams. With a lot of effort and a dedicated team responding to customer needs, the higher scores means that the Chicago uniform company is ranked “World Class,” a feat only a handful of companies have been able to achieve.
The results are in matching with our efforts at the home office, where dedicated team members recently wrapped up a successful two-week renewal campaign. Many customers decided to renew and some were put on maintenance programs that better serve their needs. It is great to see the principles of the uniform rental services ISO 9001 certification in motion and succeeding in improving customer loyalty and satisfaction, the flexibility to react to opportunities and problems, having unified and clear goals across the organization, and increasing team member motivation, participation and commitment.
After the completion of the annual survey the uniform rental company holds a meeting to discuss and review the results after which task forces are formed to address opportunities for improvement that result in comprehensive action plans that provide for specific measurable objectives and assignments to team members that results in continuous improvement. This process, driven by Bruce Hodes of CMI has resulted in improved performance over the last decade.
Contact the Chicago Uniform Company to Learn More About our Survey Process
Thank you to our customers for responding and to the awesome team at the Chicago uniform company for their hard work! Jim Buik says, “It truly is a team effort to provide ever increasing customer satisfaction results so thank you for your dedication to providing great products and customer service with pride.”
Contact a uniform services representative if you would like to learn more about our process and are interested in enhancing your customer satisfaction standing allowing us to grow and improve together.