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
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
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.”