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Setting New Industry Benchmarx
Industry leading satisfaction scores achieved by Benchmarx Kitchens and Joinery following customer research
Trade only supplier Benchmarx Kitchens and Joinery started 2016 with a network of more than 150 branches nationwide, plus further expansion plans scheduled. Their latest customer research shows the business is very much growing in the right direction.
Through in-depth customer satisfaction research, Benchmarx has secured its position as leading kitchen suppliers, with its proposition of saving the trade time and money resonating with installers and scoring highly across core categories.
Crucially, when calculating the Net Promoter Score (NPS), which is an accurate and comparable method of gauging customer perception, Benchmarx has achieved an industry-beating total of +76; an incredible result that is far ahead of competitors’ own scores and one that even global companies such as Amazon strive to achieve.
Scoring high across product, pricing, service, delivery and end user marketing, this is the fourth year Benchmarx has conducted such vigorous research and the results are a testament to the investment made in all aspects of the business – whilst indicating where continued growth and satisfaction can be gained in the future.
Qualities such as ‘reliable’, ‘professional’, ‘competitive’, ‘efficient’ and ‘helpful’ were all repeatedly reinforced by those trade customers questioned, with Benchmarx receiving a score of 9 or 10 out of 10 for overall satisfaction from more than half (53.5%) of customers and 85% of these citing an aspect of service as the reason for such high scoring.
The value of personal relationships at branch level and high levels of service was further highlighted by an increase across the board on all service aspects. From relationships with branch colleagues and understanding the needs of the tradesman to product knowledge, proactivity and making life easier, Benchmarx achieved its highest scores to date, with scores from 9.1 to 9.5 attributed by customers.
Commercial Director, Terry Brown, comments on these revealing and positive results: “As a business, we feel it is important to take the time to look back so that we can understand where we can go as a business in the future.
“Our customers, and their customers in turn, have always been at the heart of our business and that’s why their feedback is so critical. This latest insight has shown us that we really are making a difference and delivering on our promise of saving the trade time and money. To have received a NPS of +76 is a fantastic result and credit to the quality of our product but crucially our staff and service-led approach. We truly appreciate the role our colleagues play in achieving such success.
“We are now keen to take all learnings from this customer research and turn them into further opportunities to grow our business in the year ahead and beyond.”