Thompson Machinery has been ranked by its customers as providing the best Overall Customer Satisfaction among all participating Caterpillar dealers in North America. Thompson, which has multiple locations in Tennessee and Mississippi, also ranked as the No. 1 dealer in parts transactions, field service and shop service.
Thousands of these surveys are conducted annually by The Daniel Group, a Charlotte, N.C.-based customer experience and research firm used by most Cat dealers and many other B2B industrial companies throughout North America. Telephone surveys are conducted by The Daniel Group and the responses are ranked using a Net Promoter Score. The NPS concept was introduced in 2003 and is used by companies worldwide to measure customer loyalty and the value a company provides.
“Consistency, attention to detail and genuine concern for their customers’ well-being has made Thompson Machinery a top performer since 2007 when we began working with the company,” said Lynn Daniel, president of The Daniel Group. “It is unusual to see a company sustain this high level of service for this period of time.”
“It’s more than just a number,” said Rob McCleary, Thompson’s customer experience champion. “Our customers are kind enough to include comments and direct feedback to help our company provide a better customer experience to all. Furthermore, we have the best customers in the world, and we feel a large responsibility to perform at this level and get even better.”
During the past 12 months, McCleary and the Thompson team modified their annual review forms to include a customer experience section, provided in-person and online training, and developed a customer experience onboarding video for use in training new employees.
“It’s truly been a team effort that starts with our ownership’s commitment to providing value to our customers,” McCleary added. “We are excited to share the good news, but we are already focusing on 2017 and looking for ways to improve.”
Thompson’s video can be seen at www.tmcat.com/cx