Customer feedback results

Posted under Miscellaneous on 19 Nov 2010

Thanks to everyone who took part in our customer survey last month. You spoke, we listened. We have paid very close attention to your input, what you told us we do well and where you would like us to improve.

We achieved a Net Promoter Score (NPS*) of 77%, a result we are very proud of (APPLE scored 78%). However we are not complacent and be assured we will always be looking at ways to improve.

We are very proud of our Griffin Fire values (Professional – Friendly – Open – Reliable – Trustworthy) and building these in to all aspects of our company. Feel free to let us know if we are not living up to them and we will act immediately. Other feedback changes are: Fire Training Centre undergoing a facelift and a commitment to turning round our fire risk assessments within 5 working days, if not you will receive it free of charge. We look forward to continued success with you all.

Thank you once again for your valued feedback.

*NPS is the percentage of our promoters (rating of 9 or 10) less our detractors (rating of 1-6). NPS is based upon findings from academic research and is used worldwide as a measure of customer satisfaction and loyalty.