Customer Survey and Follow-Up
Great feedback but room for improvement – plus our new survey is on the way!
Late last year, Nexans North America conducted an online survey of customers so we could assess our performance against expectations, provide objective information for future planning and decision-marking and make meaningful improvements.
While we generally saw very positive results (91% customer satisfaction, 54 Net Promoter Score overall and strong Customer Effort Score, which is a measure of the ease of doing business with Nexans), we did receive some important feedback around the need for inventory improvement and shorter lead times for product delivery.
To improve these areas across our business divisions, we’ve increased the level of inventory, like Berk-Tek telecom products, and added distribution channels. In our Business and Industrial divisions, we’ve streamlined our sales and operational processes as well as expanded or reorganized our customer service teams.
Look out for our new 2019 Customer Satisfaction online survey in the new year – please complete it so we can continue to provide the best service possible.