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June 2009 Press Release 

SIMPLEXGRINNELL RELEASES CUSTOMER SATISFACTION ANNUAL REPORT

(Click here to view a pdf of the 2008 Customer Satisfaction Annual Report)

Results of 10,000 Surveys Show Continued Improvement in Key Areas of Customer Measurement

CHICAGO, Ill. (June 8, 2009) - SimplexGrinnell, a Tyco International company, is releasing its 2008 Customer Satisfaction Annual Report at this week’s NFPA Conference & Expo - sharing the results of more than 10,000 surveys that demonstrate ongoing progress in the most critical customer measurement metrics.

The specific improvements that SimplexGrinnell achieved during 2008, as compared to 2007, are as follows:

  • Overall Customer Satisfaction: The overall customer satisfaction score improved to 87% – an increase of five percentage points compared to 2007. The satisfaction metric measures a customer’s overall satisfaction following a recent service experience with SimplexGrinnell.
  • Customer Loyalty: The customer loyalty score rose to 96%, compared to 88% in 2007. The loyalty metric measures the likelihood that a customer intends to continue doing business with SimplexGrinnell.
  • Customer Advocacy: The net customer advocacy score increased by 22 percentage points. The net customer advocacy score is based on a survey question that asks customers how likely they are to recommend SimplexGrinnell to others.

“We are pleased with the results shown in the 2008 Customer Satisfaction Annual Report, and are focused on the ongoing work that lies ahead,” said Jim Spicer, president of SimplexGrinnell. “We will continue to measure customer satisfaction and use the feedback to improve our performance and processes. Our ultimate goal is to create a culture of service excellence that enables SimplexGrinnell to provide customers with the best fire and life-safety solutions.”

The SimplexGrinnell customer surveys are conducted by CustomerSat, a MarketTools, Inc. company that serves as the program’s independent third-party auditor. In recognition of its efforts during 2008, SimplexGrinnell was selected by MarketTools to receive a CustomerSat Achievement in Customer Excellence (ACE)™ Award for outstanding achievement in customer satisfaction.

Assessing the factors that have contributed to improvements in customer satisfaction, loyalty and advocacy, Spicer points to a number of initiatives and advancements made over the past year:

  • New customer skills training for SimplexGrinnell team members.
  • A heightened internal commitment to training and certification of SimplexGrinnell fire alarm technicians and sprinkler fitters
  • Equipping the SimplexGrinnell fleet of service and inspection vehicles with GPS technology to increase route efficiency and overall customer response.
  • The establishment of a Service Resource Center to deliver faster, better and more consistent service across the entire organization.

This marks the third consecutive year that SimplexGrinnell has produced a Customer Satisfaction Annual Report and shared it with employees, customers and the industry. “We believe in making this process as transparent as possible,” Spicer said. “In that way, we hold ourselves open and accountable to the high customer satisfaction expectations being set at SimplexGrinnell.”

About SimplexGrinnell
SimplexGrinnell, a Tyco International company, provides a comprehensive array of fire alarm, fire sprinkler, fire suppression, integrated security, communications and nurse call systems and services. With one million customers, 150 local offices, and over 200 years of history in the fire business, SimplexGrinnell is the leader in fire and life safety. For additional information or to locate the nearest SimplexGrinnell district office, visit www.simplexgrinnell.com.

Copyright © 2009 SimplexGrinnell LP. All rights reserved. Tyco, SimplexGrinnell, Simplex and Be Safe are trademarks of Tyco International Services AG or its affiliates. Other trademarks referenced herein are the property of their respective owners.

FOR IMMEDIATE RELEASE
Contacts:
Chris Woodcock
SimplexGrinnell
(978) 731 7052
chwoodcock@simplexgrinnell.com
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
   
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
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