Businessman selecting a five-star rating

Survey Results are in

Dear Customers, 

We would like to offer you our heartfelt thanks for taking part in the Customer Satisfaction Survey earlier this year. Many organizations don’t take the time to formally measure customer satisfaction, but we do because our goal is to be the Supplier of Choice. We’re serious enough about this to use an outside firm, MMY Consulting, to facilitate it and to keep the responses confidential.

They gathered the data and compiled the results and compared us to global benchmarks. We were delighted with the 55% response rate which we understand is well above the benchmark of around 20%. We consider this survey part of the MTW, Inc.’s Customer Service report card. We have the bottom line responsibility to make sure we have the best customer service in our industry and that our customers are extremely satisfied with their interactions with MTW, Inc.

Results of the survey showed tremendous positive feedback in most categories, in no small part because of actions taken by our team. A few highlights are shared below:

  • Overall satisfaction rates were strong, with 83% rating MTW, Inc. “extremely satisfied”.
  • Also rated very highly or highly (mostly very high actually) were our customer support staff meeting your needs, quality of our technical support, value of products delivered, our responsiveness and your likelihood to buy our products again. That means a lot to us all at MTW, Inc.
  • Many of the comments were positive. We appreciate the kind words.
  • We have some room for improvement, most notably around our updates to new products and changes to existing products. Those scores were lower in comparison to the other questions. We hear you. We plan to roll out a monthly update to ensure that we are proactive in this area.
  • I am excited to report that you gave us a Net Promotor Score of 85. The global benchmark is 16. This is a management tool that can be used to gauge the loyalty of a firm’s customer relationships. This is an outstanding result. I could not be more pleased to not only receive a high rating from you all, but to exceed the global benchmark by such large amount. We take pride in this achievement.

Thanks to the important feedback that you have supplied to MTW, Inc. and your comments, we will keep on improving our processes and define new areas of service development. 

For any questions or comments, don’t hesitate to contact me. And again, thank you again for your participation.    

Sincerely,
Matt White, President and CEO
MTW, Inc.