Page 18 - fab-jan18
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 Who’s keeping score?
Coventry based Edgetech routinely approaches a random selection of its clients taken from all spending brackets to ask them a series of questions about their experiences dealing with the company.
The responses are analysed using a measurement system called Net Promoter Score (NPS), a management tool used to gauge the loyalty of a firm's customer relationships. By taking the percentage of customers that rated the business 9 or 10 out of 10, and subtracting the percentage of customers that rated it 6 out of 10 or under, Edgetech was able to arrive at its total Net Promoter Score. NPS can be as low as −100 (everybody is a detractor) or as high as +100 (everybody is a promoter) with an NPS of +50 regarded as an excellent result.
Throughout the year, Edgetech’s NPS did not drop below +50 and peaked at +88, an achievement the team is keen to maintain and build on.
In the most recent survey, 91% of respondents said Super Spacer accounted for between 76-100% of the warm edge units they produce. 97% said Edgetech engineers respond quickly to any technical queries and all customers agreed that Edgetech’s territory sales managers are making a positive contribution to their business.
“We’re delighted by the results of the customer survey,” says managing director Chris Alderson. “Our Net
  Promoter Score is particularly encouraging – the average company scores just +10, while the highest-performing businesses usually register between +50 and +80. Our scores give us a fantastic base to build on as we strive to become even more customer-focused in the months and years ahead.” ❐
  Morley Glass & Glazing has funded new personalised hoodies for the team at North Leeds Dance Academy to help keep them warm before, during and after rehearsals.
NLDA dance instructor Olivia Choi was recently partnered with Morley’s MD Ian Short for a charity event, which saw them romp home to victory following an expertly executed samba.The evening itself raised almost £14K to help the charity Variety continue its charitable work.
Short says:“The team at North Leeds Dance Academy never stop, their passion for dance is infectious and they’ve even inspired me to continue competing in future dance events.We’re delighted to be able to help them continue their mission to get everyone in North Leeds dancing.” ❐
 16 The Fabricator 2018

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