Eveready Express Achieves New Level of Customer Satisfaction
In America’s age of information, businesses everywhere have suffered casualties in terms of brand loyalty. However, in the last few years consumers have realized that faceless entities on the Internet don’t have any issue shipping an order late or skimping on quality. In response, customers nationwide have made more of a push back toward quality, brand loyalty, and customer service. These values have weaved their way back into the American economy, much to the delight of companies like Eveready Express.
Keith Kirk is the CEO & Founder of Eveready Express Courier Service—a company that thrives off customer experience. After questioning how his patrons viewed the company, he polled 32 clients using a Net Promoter Survey (NPS)—a metric that is used to measure customer experience. The average grade for the Shipping Service Industry is an NPS score of 39 out of 100, reported NICE Satmetrix. After surveying their clients, Eveready clocked a score of 91—blowing away their industry’s average and rivaling the best scores of any industry.
The score reveals how Eveready’s customers feel about the company. However, the discovery of a high NPS score also highlights how much Eveready’s team values their current clients
“We’re not just trying to finish a delivery, bill it, and prospect for new work,” said Eveready’s CEO, Kirk. The company’s owner explained that he places the highest value on customer retention and making sure his clients are satisfied—a value that is shared amongst the most profitable companies.
“Increasing customer retention rates by 5% increases profits by 25% to 95%,” according to research conducted by Frederick Reicheld of Bain & Company.
Keith Kirk credits Eveready’s company culture with cultivating such a great customer experience—suggesting that the high score starts with employees like Samantha Voorhees, the Business Development Manager at Eveready Express.
“We have each other’s back. We aren’t ever going against each other. We try to have a uniform and agreeable approach for each situation,” explained Voorhees. “We’re actually more like a family than just coworkers. Right now, our team is watching my daughter in the other room. I trust every person that I work with and it shows to our clients.”
This sort of company culture translates perfectly for the business—especially in their field. Eveready’s leaders like Keith and Samantha do not train their employees and drivers to simply deliver a package. Instead, they deliver to the “27th floor, meet Mary, and shake her hand as she signs off on the delivery,” said Voorhees.
Reliability, trust, and overall ease of experience are the three main areas of focus for the Eveready team. At the end of the day, the proof is in the pudding. Kirk explained a tough time for the company as his group learned they’d be losing a huge client to a cheaper competitor…
“We couldn’t match the price but told them that they have our word they can always come back to us and we’ll provide better service than the competitor,” said Kirk. “After the first day with our competitor, we got a call from the client. Can you help us? It was a huge job, we pulled a bunch of strings, and pulled it off. It was very satisfying, and it goes to show that you get what you pay for with us.”