3000 Customers Surveyed, SIGMA Earns “Best-in-Class” Net Promoter Score®
SIGMA is proud to announce our “Best-in-Class” Net Promoter Score (NPS®) based on a survey of nearly 3000 customers. NPS® is a market research tool that assesses customer experience and loyalty. The metric is widely respected in the business world for its simplicity and transparency and is used by two-thirds of Fortune 500 companies as well as many other organizations.
Our NPS® Survey examined brand attributes and experience drivers associated with SIGMA. Overwhelmingly, customers extolled the quality of our customer service and the ease of ordering with SIGMA. In a commodity industry like ours, the differentiation is found in service, logistics, and responsiveness, and SIGMA has demonstrated excellence in these areas. This makes life easier for our customers, and generates loyalty.
SIGMA President Larry Rybacki comments: “Of course I’m happy with these results—but I am not surprised. Our CSRs are the GOAT, the Greatest of All Time, the Tom Brady of service in the industry. Since we opened our doors in 1985, we have always put the customer first and that will never change. Our team knows our product and our capabilities, and most importantly, we work as a team. Our CSRs cooperate with engineering, sourcing, supply chain, and inventory to ensure that the customer has the best information and the most responsive service. Our network of warehouses across North America enables delivery in a timely fashion to pretty much anywhere on the continent.”
The Survey revealed particular strengths in the areas of:
Service
Responsiveness
Product quality
Accuracy
Ease of ordering
Being a good partner/supplier
Being proactive
SIGMA Vice President of Sales Greg Fox adds: “We congratulate the entire SIGMA team on these results, but most especially our Customer Service Reps, who are on the front lines of our operations. We are thrilled with the NPS® score, but we have no intention of resting on our laurels. There were a few areas where we have room to improve, and we are taking immediate steps in those directions.”
SIGMA has already launched an internal training program to ensure that our team has the necessary product knowledge to advise customers, and we are examining ways to improve communication, reduce errors, shorten lead times, and add value. We will continue to deliver industry-leading service to our customers, while striving for constant improvement across all facets of the company.’
Net Promoter ScoreSM and Net Promoter SystemSM are service marks of Bain & Company, Inc., NICE Systems, Inc., and Fred Reichheld.