Mining Software NPS Success: Klinge Clients Speak
At Klinge, customer satisfaction has always been at the heart of what we do. In 2023, we embarked on a journey to introduce the Net…
Read moreAt Klinge, customer satisfaction has always been at the heart of what we do. In 2023, we embarked on a journey to introduce the Net…
At Klinge, customer satisfaction has always been at the heart of what we do. In 2023, we embarked on a journey to introduce the Net Promoter Score (NPS) into our follow-up discussions with clients and transparently bring this to the market. This initiative aimed to ensure we were consistently meeting and exceeding expectations and addressing concerns when they occur. Today, we are thrilled to share the results of our efforts.
In 2023, our commitment to listening and improving based on customer feedback resulted in an NPS score of 65. “While we were proud of this achievement, we knew we could do more and since it was our first time we needed more data… we didn’t want to rest on our results” said Al Klinge CEO of KLINGE.
Throughout 2024, we maintained our focus on staying connected with our customers. “We send follow-up emails after interactions with support, it’s not enough to assume things are running smoothly” said Rick Kraus Customer Success & QA Leader. These efforts yielded invaluable constructive feedback and heartening positive comments, providing us with actionable insights to improve our service and products.
We are proud to announce that our dedication has paid off: our 2024 NPS score has climbed to 72, an impressive 11% increase from the previous year. This significant improvement reflects our unwavering commitment to providing the best possible attention from our Global Support Office in Brisbane Australia but also to our team of experts and consultants who support clients from their offices abroad. Not to mention the attention to details and intimacy our development team have with not only our code but our clients needs too.
“When I have needed product support from time to time everyone who I have dealt with has been very helpful all the way through and with very quick response time.”, Site Supervisor, AUSTRALIA
The majority of our clients have expressed high satisfaction with their experiences, for us there is no higher praise. Clients also rated our on-site tyre service training we provide and found both it and our tyre maintenance software valuable. They recognize the added value these offers bring to their mine sites, helping them operate more efficiently and safely—a crucial priority in today’s mining industry.
“They taught me the safe way to perform my job and gave me a different point of view of what the tire industry is and how we keep the world rolling.”, Tire Technician, USA
As we celebrate this milestone, we extend our heartfelt thanks to our clients for their valuable feedback and support. The Net Promoter Score is not just a number; it is a tool that empowers us to listen, learn, and grow alongside our clients. We look forward to building on this success and delivering even greater value in the years to come.
So, if you receive an NPS survey in 2025 no matter who it’s from take the time, it’s your chance to shape a product or service that you rely on. Here’s to another year of working together and reaching new heights!