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Epyx rated as ‘excellent’ in new customer satisfaction survey

Epyx rated as ‘excellent’ in new customer satisfaction survey

A new customer satisfaction survey has seen Epyx classified as ‘excellent’ with a rating 7% up on last year, the company says.

Using the Net Promoter Score (NPS) measurement, designed to gauge overall customer satisfaction, the company scored +52 compared to +45 in 2017.

NPS is used by major organisations across the world and is intended to accurately measure the loyalty that exists between a company and its customers on a scale of -100 to +100. Any score above +50 is seen as ‘excellent’.

Overall, the same research showed that 67% of customers rated the service provided by Epyx as much better or better than similar organisations, up 13% on last year, while 92% said they definitely would or probably would choose the company as a supplier again.

The highest rated aspects of Epyx’s customer service was “helpful and friendly staff” with 98% of customers rating that area either as excellent (75%) or good (23%).

Tim Meadows, commercial director, said: “We are very pleased to have seen a strong improvement over the last year. Customer service is an area where all companies need to continually raise their standards and it is satisfying to see evidence that we are achieving this aim.

“However, we are not resting on our laurels and have several initiatives planned for the next year that are designed to drive customer satisfaction further still. We see this as very much an ongoing process.

“Many congratulations must go the Epyx team at our Meriden headquarters who have a very strong customer service ethos. I’d like to thank them for their efforts.”