Focused on the Customer Experience
We don't want to satisfy our clients – we want to thrill them.
We Use Net Promoter Score (NPS) to Measure Customer Experience
A simple numeric approach used by thousands of companies, the NPS survey asks the ultimate question, how likely our customers are to recommend Berlin Packaging to a colleague on a scale of 0-10?
Ten being extremely likely and zero being not at all likely, responses to this question are divided into three categories:
- Promoters (score 9-10) – Customers are advocates and refer colleagues to Berlin Packaging
- Passives (score 7-8) – Customers are satisfied but not vocal advocates
- Detractors (score 0-6) – Customers are unhappy or not completely satisfied
Highest Net Promotor Score in the Industry
Independent research shows that Berlin Packaging leads the packaging industry in customer thrill. Our score is in line with thrill experts in other customer-focused industries. We're not complacent. We want to understand what works and what needs to be improved.