The Heeter team has made it our mission to deliver quality print + mail + fulfillment products and responsive service to our customers. We believe we are successful in delivering on this brand promise. It’s important for us, of course, to understand whether our customers agree, so we have been running a survey process of our customers to see how we are doing on keeping this promise.
You may recall that we conducted an in-depth campaign in 2017-2018 with positive feedback. We restarted an updated program in quarter 4 of 2018 with a leaner set of questions to our customers.
Here is what we learned:
- Respondents continue to view our quality as very high (4.66 out of a maximum of 5)
- Customers are satisfied (4.74) with their jobs
- The Heeter team is responsive (4.59)
New Question: Net Promoter Score
We added a new question. It measures Heeter’s Net Promoter Score (NPS), which is used to gauge loyalty of a firm’s customer relationships. The metric runs from -100 to 100. The higher the score, the more likely a customer is to recommend the company to colleagues.
Heeter has a NPS of 83 – compared to an average of 26 (across 6000 businesses). Impressive!
Congratulations to the team for our continued high marks from our customers.