Customers rate Kiwa Compliance Nederland 7.54 in Customer Satisfaction Survey 2016.
What do you think of the products and services we provide? How do we perform as a company?
The survey was conducted by an independent third party, Management Instituut Nederland. Thanks to the high response rate, the results are very reliable. We’re proud of the fact that the far majority of respondents is satisfied with us: overall performance for Kiwa was rated 7.54 out of 10.
“Trust has to be earned”! Says Frank-Maarten Gribnau, operational director service line Kiwa Compliance, “As a company that wants to create trust, we highly value our customers opinion of what we do. After all, trust has to be earned. I´m glad to conclude that customers rated us high on almost all aspects of services we provide.”
Satisfaction, loyalty and recommendation
The results of the survey indicate you are satisfied with what we do for you: 97% of respondents to the survey say they think 'our services are very usefull to them’, 92% say 'we have a good price-quality ratio', 91% says we are 'flexible'; overall satisfaction rate is 7.54 out of 10. 15 think our services improved over the last two years and 5% indicates level of service has deteriorated.
Furthermore, you prove to be very loyal to us and tend to recommend us to others. Our customers say it is very likely they will continue to buy our services in the future. You rate us 7.67 out of 10 on this particular point. When it comes to recommending us to others, over two-thirds (7.54 out of 10) of you says that is´very likely´. Thank you for that!
High Net Promoter Score
Results have also been used to calculate the so-called Net Promoter Score (NPS), which is the percentage of ‘promoters’ of our company (respondents who gave a score of 9 to 10) minus the percentage of ‘detractors’ from our company (respondents who gave a score of 6 or lower). In general, companies achieve an NPS of 5-10%. Kiwa Compliance's NPS is 6%.
Room for improvement
Although satisfaction rates are high, you see room for improvement at Kiwa Compliance. For example, you indicate that we could communicate more directly with you, which is exactly why we strive to be as open and transparent as possible. Needless to say we’re already doing all we can to continuously improve ourselves – and of course, we put no less effort in making sure you’re satisfied about what we do for you at all time.
More information: Frank-Maarten Gribnau