Results Customer Satisfaction Survey SILS

Like every year, also this year SILS has commissioned an online customer satisfaction survey by Expoints. Last week we have received and discussed the results.

The customer feedback indicates that the main indicators have increased. Thus, the NPS (Net Promoter Score) climbed from 26 to a score of 39! The overall customer satisfaction has also increased from a score of 7.8 to 8.1! Obviously we are very proud. It is a reward for hard work!

A couple of years ago SILS has identified a number of factors on which we want to distinguish ourselves. We have based our strategy on optimizing these differentiators. And perhaps more importantly, we have translated this into (desired) behavior for each department. The results of this recent customer feedback show that our customers appreciate this very highly. The scores in the areas of flexibility, commitment and professionalism are between 8.3 and 8.9!

But of course there is also room for improvement. The results of the customer feedback will therefor be translated into objectives and actions for this year as quickly as possible. With the aim to relieve our customers even more, and to even better serve them in 2015.

 

Willem-Jan Cramer
Managing Director SILS