When it comes to level of service, our goal is to go above and beyond what customers expect from us. With our annual survey, we aimed to validate our efforts with results from our customers’ perspective.
In our 2021 Customer Survey, we opened the floor to our customers in an effort to obtain their most honest feedback of us. Fully prompted to be as transparent as possible, here is how our customers responded.
2021 Customer Survey Highlights
- The 2021 Customer Survey received 79% more responses than the year prior!
- When asked about their Overall Satisfaction when working with Global O-Ring and Seal, 98.2% of customers rated us 4-5 Stars.
- 20% of customers mentioned, by name, a member of our Sales Team when asked why they love to work with Global O-Ring and Seal.
- The three categories receiving the most 5-Star ratings were Product Quality (86% of responses), Product Knowledge (85% of responses), and Order Accuracy (85% of responses).
Net Promoter Score (NPS)
Here is where the analysis of customer responses gets into higher level of detail. Net Promoter Score classifies customer responses into the following categories:
- Promoters (5 Stars) – 79%
- Passives (4 Stars) – 20%
- Detractors (3 Stars and below) – 1%
Net Promoter Score takes into account the percentage of customer responses that were either 5 Stars (Promoters) or 3 Stars and below (Detractors). Customers who gave 4 Stars (Passives) are excluded in this scenario.
NPS is calculated by subtracting the percentage of Detractors from the percentage of Promoters. Using this formula returns a Net Promoter Score of 77! This lands Global O-Ring and Seal in the Excellent category!
What Do You Have to Say?
We welcome you to put us to the test for your next quote or order. Calls to our Sales Team are answered in less than 10 seconds on average and business inquiries are typically responded to within a couple of hours. Give us a call at 832-448-5550 or submit a contact form and we’ll demonstrate our commitment to being All-Around Better!
Brian is the President of Global O-Ring and has the honor of running the company as a 3rd-generation leader in the seal business.