Fixmart's World Class NPS Result

What is a Net Promoter Score?

A Net Promoter Score (NPS) is the percentage of customers rating their likelihood to recommend a company or a service to a friend or colleague.

Customers are presented with the standard NPS question, "On a scale from 0-10, How likely are you to recommend the company to a friend or colleague?"

Customers are then classified into three groups depending on the score they selected. Those scoring 9-10 are deemed as Promoters, 7 and 8 as Passives and any score of 6 or below is classed as a Detractor.

A company’s NPS is then calculated as the percentage of 'promoters' (people who scored 9 or 10) minus the percentage of 'detractors' (people who scored 0 to 6).

Fixmart’s World Class NPS Result

An NPS of 74 is excellent, as a company’s NPS is rated between -100 and +100, with anything above 70 often thought of as world class…

2023 Fixmart NPS: 74

2023 Survey Monkey's Bench Mark NPS: 47*

*Using Survey Monkey to send out the survey we also used their bench marking tool to compare our score against 1,915 other industrial organisations.

The latest results also improved upon our 2021 NPS of 57.

So others in the industry may offer their customers good customer service, but would it be thought of as World Class?!

Customer Feedback

In addition to the NPS question we also asked our customers what they liked about us and what we could improve.

Completed anomalously, by far the most common response to what we could improve was ‘nothing’, with ‘more sweets’ also being mentioned 😉 along with pricing, which is only to be expected after the last few years of market increases. Although we do realise there is always more that can be done to help improve the customer experience and maintain such a high score.

When asked what customers liked about us ‘delivery’, ‘service’, ‘product knowledge’, ‘stock’, ‘communications’ and ‘speed of response’ all scored highly, with ‘pricing’ and the ‘website’ being mentioned too.

See below just some of the direct quotes from customers:

“Extremely professional, helpful, and friendly. Never have any problems with pricing or deliveries. Always get an order confirmation and they always supply my PO reference on the invoice which always matches the PO, I couldn’t ask for more.”

“Quick quotes and stressless delivery.”

“I can order late in the day and still receive the following day.”

“I have used Fixmart for over 10 years customer service is excellent and deliveries comes next working day.”

“Range of items and stock, quick delivery, easy ordering online.”

“Competitive, excellent customer service and prompt delivery.”

“Next day delivery and 99% of the time the orders are correct.”

“The service is really first class.”

“Your willingness to help and your ability to deliver when you say you’re going to deliver.”

“Friendly staff, knowledge, quote return and stock availability.”

“Quick service and usually have everything in stock for next day delivery when the items are on balance when they are due. Their stock range is great.”

“Easy no fuss quotes returned quickly and efficiently.”

“Pleasant to deal with. Friendly and helpful delivery drivers.”

“Speed of response, very helpful, puts in the extra mile.”

“Sales team are always knowledgeable on items to be provided for the tasks the customers are undertaking.”

“Good stock and communication. Prices are generally competitive.”

“Easy to navigate website, Easy to place orders, Quick response from Sales Team.”

“Great stock, great pricing and next day delivery.”

“Got most stuff in stock or get it quickly from manufacturers and keep us informed of progress.”

“Very helpful sales team. Speed of delivery from receipt of order.”

Here’s a big thank you to all the customers that took part and provided such positive feedback!

And, if you work in the MEP or HVAC sectors why not give us a try with your next order by requesting a Credit Account. Alternatively, contact our team on 01322 274226 or [email protected].