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June 2010 Press Releases 

SIMPLEXGRINNELL® RELEASES CUSTOMER SATISFACTION ANNUAL REPORT

(Click here to view a pdf of the 2009 Customer Satisfaction Annual Report)

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

LAG VEGAS, Nev. (June 7, 2010) – SimplexGrinnell, a Tyco International company, is releasing its 2009 Customer Satisfaction Annual Report at the 2010’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 2009, as compared to 2008, are as follows:

  • Overall Customer Satisfaction: The overall customer satisfaction score improved to 88% – an increase of three percentage points compared to 2008. The satisfaction metric measures a customer’s overall satisfaction following a recent service experience with SimplexGrinnell.
  • Customer Loyalty: The customer loyalty score rose to 97%, compared to 96% in 2008. 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 eight 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.

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 2009, SimplexGrinnell was selected by MarketTools to receive a CustomerSat Achievement in Customer Excellence (ACE)™ Award for the second consecutive year to recognize outstanding achievement in customer satisfaction.

“We are proud to share the 2009 Customer Satisfaction Annual Report as a reflection of our commitment to meeting the needs of our customers,” said Jim Spicer, president of SimplexGrinnell. “The progress we have made over the past year comes in large part from improvements driven by our customers’ direct feedback. Based on this input, we have implemented a variety of programs and initiatives to strengthen our performance, processes and service delivery.”

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:

  • The establishment of a second Service Resource Center (SRC) in Dallas, Texas to deliver faster, better and more consistent service across the entire organization. The first SRC opened in Westminster, Massachusetts in 2008.
  • Mandatory certification programs for service technicians covering three major Simplex® fire alarm products and skill areas.
  • The development of a new customer portal designed to provide certain customers with convenient real-time access to their information. The portal, currently being piloted and tested with several customers, allows customers to place service requests, view equipment on order, check the status of existing service requests, view service history, view and print invoices, and pay invoices online.
  • The successful pilot of a new remote service technology that is now being officially launched at the NFPA Conference & Expo. TrueInsightSM Remote Service provides remote diagnostic information on the operating status of advanced Simplex® fire alarm systems. The remote diagnostics can help us provide quicker, more efficient customer service.

This marks the fourth consecutive year that SimplexGrinnell has produced a Customer Satisfaction Annual Report and shared it with employees, customers and the industry. “We are accountable to our customers, and therefore believe in making this process as open and transparent as possible,” Spicer said.

About SimplexGrinnell
SimplexGrinnell, a Tyco International company, provides a comprehensive array of fire alarm, fire sprinkler, fire suppression, emergency communications, integrated security, sound and 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 © 2010 SimplexGrinnell LP. All rights reserved. Tyco, SimplexGrinnell, Simplex, TrueInsight and Be Safe are trademarks or service marks of Tyco International Services AG or its affiliates.  NFPA is a registered trademark of the National Fire Protection Association.  ACE is a trademark of MarketTools, Inc.

 

Contact:

Chris Woodcock
Director, Marketing Communications
SimplexGrinnell
(978) 731-7052
chwoodcock@simplexgrinnell.com
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
   
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
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