11 January 2017

Customers rate Kiwa 7.85 out of 10 in Customer Satisfaction Survey 2016

What do you think of the products and services we provide? How do we perform as a company? Over 2,600 Kiwa customers all over the world answered questions like these in the online biannual Customer Satisfaction Survey held in October, 2016.

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 7.85 out of 10.

“Trust has to be earned”

Says Luc Leroy, Kiwa Service Line Vice President for Assurance, “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 again rated us higher on almost all aspects of products and services we provide as compared to the surveys in 2014 and 2012.”

Customer satisfaction survey

Satisfaction, loyalty and recommendation

The results of the survey indicate you are satisfied with what we do for you: 31% of respondents to the survey say they are ‘very satisfied’; overall satisfaction rate is 7.85 out of 10. Compared to 2014, almost three quarters see at least the same level of service; 24% experiences an increase in service level. Only 12% of respondents are not satisfied (score 6 or less). 5% indicates level of service has deteriorated over the past two years.

Furthermore, you prove to be very loyal to us and tend to recommend us to others. Almost half of the respondents (48%) say it is very likely they will continue to buy our products and services in the future. You rate us 8.23 out of 10 on this particular point. When it comes to recommending Kiwa to others, over two-thirds of you says that is ´very likely´. Over the past two years, your satisfaction has increased over 6%, loyalty over 5% and recommendation rate over 6%. 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’s NPS is 23.5%.

Room for improvement

Although satisfaction rates are high, you see room for improvement at Kiwa. For example, you indicate that we could be more flexible – although sometimes the nature of our work requires us to be strict. 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: Maggie.Bourgonje@kiwa.nl