FLOTEC FOCUS: CUSTOMER FEEDBACK. DISCOVER THE BENEFITS OF HYDRAULIC HOSE SELF-ASSEMBLY.
Flotec has been supplying many types of industries with hydraulic, pneumatic and pipeline products for almost thirty years and has always prided itself on delivering an impeccable customer service.
With customer service being of utmost importance, Flotec recently developed the following core values:
To offer a solutions-based approach for all customers.
To provide a polite, courteous, professional, and knowledgeable experience.
To focus on service, solutions, and delivery.
To deliver such an exceptional service that customers keep coming back.
As an official Gates hydraulics distributor, Flotec offers a free-on-loan* self-assembly machine.
The benefits of self-assembly are substantial. As an example, mobile vans may not always stock specific industry standard or high-quality hose.
Additional benefits include:
Eliminate expensive call out charges
Reduce asset downtime by assembling your own hoses immediately
Assembly of Gates market leading high-quality hose and fittings
Speed and convenience
Professional machine demonstration and official Gates safe hydraulics training
*Terms and Conditions Apply.
Don’t just take our word for it, let our customers do the talking!
Flotec has recently implemented a customer satisfaction survey and testimonial campaign which gives valued clients an opportunity to rate for themselves the quality of Flotec’s products and service provision and share their thoughts on how Flotec has benefitted their day-to-day operations.
The survey and testimonial form is distributed electronically and is interactive, allowing customers to fill out text boxes, tick check boxes and give ratings.
Additionally, the form allows responders to provide a review on Google and contains a net promoter score (NPS) rating section.
What is a Net Promoter Score (NPS) survey?
A NET Promoter Score (NPS) survey is a customer loyalty and satisfaction measurement taken from asking customers how likely they are to recommend a company’s products or services to others on a scale of 0-10.
In the Net Promoter System, customers are categorized into three groups—promoters, detractors, or passives—depending on how they answer the standard question.
Promoters (score of 9 and 10) represent a company’s most enthusiastic and loyal customers: these people are likely to act as brand ambassadors, enhance a brand’s online reputation, and increase referral flows, helping fuel the company's growth.
Detractors (score of 0 to 6, included) are unlikely to recommend a company or product to others, probably won’t stick around or repeat purchases, and—worse—could actively discourage potential customers away from a business.
Passives (score of 7 or 8) are not actively recommending a brand but are also unlikely to damage it with negative word of mouth. Although they are not included in the NPS calculation, passives are very close to being promoters (particularly when they give a score of 8), so it always makes strategic sense to spend time investigating what to do to win them over.
Once Flotec clients have completed the form, they simply click the submit button and their response is emailed directly to Flotec’s marketing department.
The first response.
The new Flotec Customer Questionnaire and Testimonial form was recently sent to a rail client, who operates a large fleet of yellow plant track maintenance vehicles and play a critical role in maintaining and upgrading the UK railway network.
Below is what they had to say about Flotec, its products and services.
Also worth noting, this customer gave Flotec a 9 rating in the Net Promoter Score, making them brand advocates and are highly likely to recommend Flotec to others.
Flotec Customer Questionnaire and Testimonial.
What issues and complications were you facing with the previous supplier?
Lack of knowledge about the equipment we use. Replacement hoses need to be fitted in areas of the machine where sizing is critical and all too frequently, the previous supplier’s replacement hoses would suffer catastrophic failure earlier than would be expected.
How well did Flotec understand your situation and propose an appropriate solution?
Flotec undertook a site survey and rigorous testing of our equipment and tailored replacement hoses to match our requirements.
Which Flotec hose products did you decide on and why?
We decided upon the Gates MegaTuff hose as our machines undertake repetitive cycle performance with vibration being an underlying problem.
What feedback can you provide for the self-assembly install and storage package?
Flotec carried out the instalment of our Gates self-assembly unit, which is serviced by them, on a regular basis. The self-assembly unit has benefited us massively by substantially reducing downtime during working schedules and allows us to carry out preventative hose replacement at service intervals.
Importantly, we can now construct replacement hoses at short notice thus, ensuring minimum downtime of our assets.
What feedback can you provide for the self-assembly training process?
Flotec were instrumental in delivering our initial training on the self-assembly unit and continue to provide on-going technical support.
What is your overall opinion of the Flotec self-assembly package?
An excellent product and system, robust and easy to use.
What has been the positive impact of Flotec’s service to your business?
We have benefited from reduced downtime which in turn insulates us from costly penalties from our main supplier.
On a scale of 0 to 10 (0 being not at all likely and 10 being extremely likely) how likely are you to recommend Flotec to others?
9
Industry: Rail.
Position in the Business: Maintenance Supervisor for a fleet of on-track maintenance machines.
Date: 14/10/2024
Be sure to check out the Flotec website to discover more about its hydraulic hose self-assembly and training package.
You can contact the Flotec technical support team on 01509 230100.
Because industry never stops, neither does Flotec.
Flotec Industrial Limited.
Unit 8, Pavilion Way, Loughborough, Leicestershire LE11 5GW
Tel: 01509 230100
Email: sales@floteconline.co.uk
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