STERIS Life Sciences Service Earns World Class Net Promoter Score
Mentor, OH - March 27, 2012 - STERIS Life Sciences Group announces that its Global Services Group has earned a Net Promoter Score of +70, placing it among the highest rated companies in Customer satisfaction.
Net Promoter Score (NPS) is a Customer loyalty metric developed by (and a registered trademark of) Fred Reichheld, Bain & Company, and Satmetrix. On a 10-point scale, Customers are asked "Based on all your experiences, how likely are you to recommend STERIS Service to an industry colleague?" Scores of 50 and above are generally considered best-in-class/world-class levels of performance.
“We launched our NPS survey in March 2011 and have received over 1600 responses to date,” commented Larry Zanko, Product Manager for STERIS Life Sciences Service. “We are delighted by how highly our Customers rated us overall. It’s great to know that we are on the right path. Now we are analyzing the data to see which regions scored lower and how we can improve further by sharing best practices from higher scoring areas.”
STERIS Life Sciences Service felt that in order to get the pulse of its Customers, a proven and measureable system needed to be implemented. Early in 2011 STERIS moved forward with the NPS method of understanding where they stood in the marketplace regarding "Promoters" and "Detractors." This method reduced the complexity of implementation and analysis frequently associated with measures of Customer satisfaction, providing STERIS Life Sciences with a stable measure of business performance within its Services Group.
“We are very pleased with the Net Promoter Score of +70, representing our dedication to quality and service,” said Bill Warren, Sr. Director Global Marketing Engineered Products & Services. “It recognizes the contributions spanning the entire STERIS Life Sciences organization; Operations, Research and Development, Customer Service, Quality, and Sales and Marketing. It also illustrates STERIS’s vision to deliver unsurpassed solutions to our customers through creative and innovative processes.”
For further information contact:
Deborah Sill, STERIS Corporation, 440-392-7198, firstname.lastname@example.org