Excellence in Galvanizing
Wedge Group Galvanizing is celebrating after announcing record customer service scores on an internationally-recognised scale, as National Customer Service Week commences.
The company has received outstanding results month-on-month in customer service surveys they carry out each month based on the globally renowned Net Promoter - ‘the industry standard for measuring and improving customer loyalty’. The Net Promoter Score (NPS) is made up of three categories - Promoters, Passives and Detractors, and the score is worked out by subtracting the percentage of detractors, from promoters.
A company that is running at perfect efficiency will convert 100% of their customers into promoters, and essentially all their customers will recommend the service to friends and family. Companies with the most efficient growth engines operate at ratings between 50% to 80%, but the average company will gain a score of between 5% to 10%. Over the past 12 months, Wedge Group Galvanizing has been reaching scores of 80% and 90%, predominantly higher than the industry benchmark.
The news comes as National Customer Service Week (1st- 5th October) kicks off, an initiative employed as ‘an opportunity to raise awareness of customer service and the vital role it plays in successful business practice and the growth of the UK economy’. The week is committed to showing customers that organisations are devoted to meeting and exceeding their expectations, and shows employees the importance of customer service within their organisations.
Trevor Beech, Sales Director of Wedge Group Galvanizing, said: “The NPS enables us to measure, understand and improve our customers’ experience, and I would like to thank every one of our plants across the UK that is achieving such fantastic scores, for their hard work. Time and time again our customers feedback on the positive service they have received, which includes quick turnaround times and the overall quality of service provided, and these phenomenal results are testament to this.
“Although the scores have been above average, there is a Continuous Improvement Team at each plant, dedicated to constantly implementing enhancements following customer feedback, and we are committed to ensuring the quality of customer service we provide is second to none.”