Edgetech service still exceptional despite unprecedented challenges, say customers

Written by Chris Alderson

Edgetech Customer Support

Despite unprecedented challenges, warm-edge experts Edgetech, a Quanex company, have continued to offer outstanding service.

These were the findings of the company’s latest regular customer survey.

Once a quarter, Edgetech selects forty customers at random and asks them how likely they are to recommend the firm on a scale of one to ten.

They then subtract the number of customers who rate them six out of ten or less from the number who give them nine out of ten or more to determine their ‘Net Promoter Score’ – a widely proven metric used in customer experience programs which measures the loyalty of customers to a company.

The average company scores 10 using the Net Promoter Score system. A score of over 50 is considered exceptional – and this quarter, Edgetech achieved a Net Promoter Score of 63.

What’s more, even with the enormous supply chain disruption of the last year, the customers questioned reported that 88% of Edgetech orders were received on time, and that 100% of orders were received in full.

Edgetech Head of Marketing & CX Charlotte Hawkes comments: “Manufacturers of all kinds have been placed under huge pressure by the ongoing disruption of the pandemic, even two years on from when it began.

“At Edgetech, we’ve not escaped that, and have been hit by a raft of inflationary pressure, material shortages, longer lead times and much more.

“Against that extremely challenging backdrop, this positive customer feedback is a massive achievement for the Edgetech team.

“It’s hugely gratifying that we’ve been able to continue supporting our customers throughout this tumultuous period – and I’m especially pleased to see comments praising new initiatives like our online ordering system, which took a lot of hard work and dedication to get up and running.

“While we’re delighted by this feedback, we’re not complacent – IGU manufacturers are still facing big challenges as they continue to recover from the events of the last two years, and at Edgetech, we’ll continue striving to offer them the very highest standard of service.”

For more information, please call 02476 639931 or contact us online.