Our intense focus on providing our customers with great service and on delivering the relevant solutions to them at speed is gaining growing recognition in North America.

During the year our Net Promoter Score (NPS) for North America rose from 47 to 60, thanks to improved product availability and customer support and largely driven by a strong rebound in Canada, where customers rated us with a score of 65, compared to 47 in 2022.

The improvements in product availability followed a concerted effort by our teams to improve the way they forecast customer demand.

The North America result was the biggest improvement in our customer satisfaction ratings for any of the regions we serve and underscores the success of our customer-centricity approach.

We were really pleased to see our ratings in Latin America stay at a consistently high level with a score of 54 due to product quality and brand reputation, despite the challenges we faced in several markets there.

The NPS system measures customers’ willingness to recommend Aliaxis and satisfaction with key parts of our service offering, including environmental impact, active listening to needs, innovation, technical support, order fulfilment, timely delivery, product range, quality and value.

The ratings are an important way to identify and prioritise areas where we can improve our service.

We analyse the results carefully to define our priorities and to set stretching targets for the year ahead. That way we can further increase customer loyalty, differentiate our brands and product offering and reduce customer churn.

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