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Over the years, Mila has conducted lots of customer satisfaction surveys, because we’re genuinely committed to a process of continual improvement. 2023 though was the first time we’d ever been part of the NPS (Net Promotor Score) survey. Carried out on behalf of our parent group ASSA ABLOY, NPS asks customers the single and all important question: “On a scale of 0 to 10, how likely is it that you would recommend Mila to a friend or colleague?”

How it works is that anyone who scores 0-6 is classified as a ‘detractor’, anyone who scores 7-8 is a ‘passive’ and anyone who scores 9-10 is a ‘promotor’ and the final NPS score comes from subtracting the % of detractors from the % of promotors (passive scores are disregarded for the calculation).

I couldn’t be more pleased to report that Mila scored a very impressive NPS of +77 from almost 100 customer responses received. To put that in context, NPS scores go from -100 to +100 and Bain & Co, the global management consultancy who created NPS originally, define 0+ as good, 50+ as excellent and 80+ as world class. I’ve checked the data and, of the 150,000 organisations worldwide with an NPS score, the mean average is +32 and the median average is +44, so Mila’s score of +77 is something to really be proud of.

The results have obviously been shared with the fantastic team here because they are the ones responsible for delivering that outstanding customer experience. The whole culture and ethos at Mila is about putting the customer first, and time and again I see how staff at all levels and in all departments go above and beyond to make sure we exceed expectations. When you read comments in the survey like: ‘Great company, great OTIF’s, great customer care’, ‘TOP ONE’, ‘Fast reliable service which means I don`t have to hold massive amount of stock’, ‘Superb technical department & field sales’, ‘Great service from start to finish, staff very helpful, products always delivered on time and in full,” it’s obvious that we are getting lots of things right.

I’d like to say thank you to every single customer who responded to the survey – we appreciate your support and we’re never complacent about your loyalty. I’d also like to say a particular thank you to the tiny number of detractors, because we really do care what you think, and you can be assured that we’ll investigate what went wrong and put it right.

It’s no surprise that a study by the Harvard Business Review found a direct correlation between improved Net Promotor Scores and increased sales. We’ve known for decades if you focus on making the customer experience the best that it can be at every single touchpoint then sales opportunities will come your way. Undoubtedly, this is an extremely tight knit industry, and we know how much value there is in every single customer recommendation we receive. Thank you all again.


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