2019 Customer Satisfaction Results

So, before we know it we’re headlong into the second half of 2019. It’s been a busy year and we’ve worked with clients on some great campaigns. Now we’re looking ahead to Brexit (still), autumn and the Christmas build-up!

Now is a good opportunity to take stock, and look at what we’ve achieved so far. We’re looking at our successes and what we could do better.

We are committed to receiving feedback and regularly review our performance and procedures in line with our ISO certifications.

The results are in

We are pleased with this year’s survey results, reporting excellent feedback across key metrics. This is a reflection of the hard work of the whole kpm team; highlighting that;

• 90% of respondents rated our responsiveness highly, indicating that we are ‘extremely’ or ‘very’ responsive
• Over 90% reported that they are ‘very happy’ or ‘happy’ with production times
• Over 75% stated that they are ‘very satisfied’ with our team’s advice, agreeing that ‘they always display a wide range of knowledge’
• 73% of respondents rated our product quality highly, indicating it’s ‘much better’ or ‘somewhat better’ compared to competitors

Recommended by you!

In addition, we are happy to report a Net Promoter Score of 70. This means that when asked ‘How likely is it that you would recommend kpm to a friend or colleague?’ 70% of respondents rated it very likely (9 or 10) that they would recommend us. This is a solid NPS score, which we are keen to build upon.

For reference, some consumer and b2b NPS scores are below. Many are large brands with global reach, where leaders are likely to enjoy high customer retention.

Consumer brands with leading NPS scores;
Apple = 89
First Direct = 73
John Lewis = 68
Google = 50

It’s possible to have a negative NPS score too; Facebook scores -21!

B2B examples;
Print industry = 75
B2B service providers = 69

In our industry, we are pleased that these results highlight customer ease of use, access to support, value for money and a satisfied customer experience.

Thank you

And last, but not least, a big thank you if you completed our Customer Satisfaction Survey last month. We aim to maintain and improve these results and look forward to working with you to do so.