To ensure we’re meeting those standards year-on-year, we conduct an annual survey using third party research specialists, Tribes Research. The latest online quantitative survey ran in December 2021 and we’re delighted that overall customer satisfaction remains at an impressive 90% with our account managers recording a 96% satisfaction rate.
Over half of customers prefer ordering via their account manager and three-quarters rely on their account manager’s knowledge and expertise to keep up to date with the latest product information. Congratulations to our account management team for doing such a fantastic job looking after our customers.
This year, for the first time, we incorporated a Net Promoter Score (NPS) and achieved a very respectable 51. We’d like to thank our customers for taking the time to complete the survey and providing us with some valuable insights into how we can move the business and our services forward.
This year, for the first time, we incorporated a Net Promoter Score (NPS) and achieved a very respectable 51.
Commenting on the survey results, Christian McBride CEO, said, “Our recent rebranding reinforced our customer commitment and we’re delighted this year’s survey results prove we’re still meeting the high standards our customers have come to expect. As part of our drive for continual improvement, we are actively looking at ways we can improve based on the valuable feedback we received during this quality audit process.”
He continued, “We’re also encouraged that the proportion of customers seeing a cost-benefit in purchasing recycled/graded stock is increasing and that’s an area we hope to see significant growth as we move towards more sustainable ways of doing business and a more circular economy globally.”