Author: Stephen Coppins

How do we measure customer satisfaction?

Read time: 3 minutes
Date: 02 Nov 2023

We use Net Promoter Score® and Google reviews to measure our commitment to you, our customers.

Our customers are at the heart of everything we do. And although we pride ourselves on the high level of service we provide, we like to track how satisfied our customers are with our level of service, using a Net Promoter Score (NPS), and Google reviews.

What is a Net Promoter Score?

A Net Promoter Score is the industry standard for customer satisfaction - and measures how likely a customer is to promote a company. We send out NPS surveys, asking our customers to score us 0-10, alongside the question 'what can we do to improve?'

Scoring us a 0-6 are known as Detractors: likely to pass on negative word-of-mouth feedback
Scoring 7-8 are Passives: satisfied customers but likely to purchase elsewhere too
Scoring 9-10 are Promoters: loyal customers who will continue to buy from us and also spread positive feedback to friends and colleagues

Depending on the feedback given, the score is calculated from the overall response from everyone who replied.

Our current NPS is 83, or excellent - our level of customer service is high quality within the industry.

We receive great feedback from these surveys, and act on feedback immediately - if you're not completely satisfied or have an issue, a customer service team leader will be in touch within the hour to make sure we work with you to improve our service moving forward.

Don't just take our word for it...

Trusted by 2,000+ UK businesses

“Fixfast has been a reliable partner for our MCS projects. Their quality products and exceptional service consistently exceed our expectations.”

Massey Cladding Solutions

“We have dealt with Fixfast for many years. Their products are excellent and customer service is very good. Any problems are always dealt with swiftly and efficiently.”

Elhance Ltd

“I have found Fixfast to be the best supplier of fasteners or fixings in plain or coloured finish out there. They offer a prompt, helpful, cost-effective and knowledgeable service with expedient on time delivery. I trust them implicitly to deliver our requirement to site - on time! I'd have no qualms in recommending them”

Argonaut

“In a high pressured industry, Fixfast have always managed to maintain the highest standards in quality and delivery instilling the upmost confidence from initial enquiry to install.”

Industrial Construction (Sussex) Ltd

“Having worked with Fixfast over a number of years it has been a pleasure working with them and seeing the progress they have made, great service and always available to help.”

L.C. Shand Roofing & Cladding Ltd

“Fixfast has been an important part of our supply chain for over forty years when both our companies were emerging. Their reliable customer service and technical support has been a vital part of our development. A trusted supplier that ensures delivery dates are achieved. ”

T A Colbourne Ltd

We'd like to hear from you

Contacted or purchased from us recently? We'd love to hear what you think of our service, good or bad. Our promise to you is to respond and act on any feedback you provide - it's part of our ironclad commitment to becoming better every day.

Leave us a Google review to tell us what you think

Learn more about our service

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