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Exceptional customer satisfaction

Physical measurement laboratory at Borgwaldt KC achieves exceptional customer satisfaction

In the first quarter of this year, the physical measurement laboratory at Borgwaldt KC once again completed a survey to determine customer satisfaction. A questionnaire was sent to all customers who used the recalibration service of the physical measurement laboratory between July 2019 and January 2021.

In addition to determining customer satisfaction with regards to delivery reliability, time to completion, measurement quality, quality of the measurement report and communication, the Net Promoter Score (NPS) was also determined. The NPS indicates how likely the customers will recommend the use of the Borgwaldt KC physical measurement laboratory to others.

With a response rate of 34%, the very positive results of the survey indicated that customer expectations were fully met and that there was a high level of customer satisfaction thanks to the service provided by the physical measurement laboratory.

The NPS achieved an above-average value of almost 79%. The customers are therefore more than satisfied with the recalibration service and would unreservedly recommend the services of the physical measurement laboratory at Borgwaldt KC GmbH.

Ms. Katrin Schade, head of the measurement laboratory, stated with satisfaction: “The entire team is proud of the great recognition of our work by our customers, which is reflected in the high recommendation rate and the high participation rate. We are very pleased that we are actually meeting the needs of our customers to a high degree with our continuous efforts to achieve a strong customer focus and continuous improvement of the existing processes. At the end of 2020, we will expanded our range of services to include ventilation standards with a DAkkS calibration certificate and hope to give our customers the opportunity to have all of their standards calibrated by us and to further increase customer usage of our services."

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