Customer satisfaction means the world to Brandkind

Portrait of Marja

Well, that was a pleasant surprise! To allow us to continue to grow and develop, we commissioned Trustmary to carry out an independent customer satisfaction survey (10/2019) to gather feedback about our strengths as well as areas requiring our attention. A Net Promoter Score (NPS) of 60 is a great indicator, showing us that our customers appreciate the work we do for them and the way we go about doing it.

Approachability is something that sets us apart from our competition in the opinion of many of our customers. Taking the time to forge strong customer relationships helps us provide a better service. When customers genuinely like working with you, you are already well on your way to a successful outcome. Humility, kindness, and lack of big egos do not mean the same thing as a lack of ambition. Customers know that we go the extra mile for them whenever possible. We recognize the rock-solid expertise they bring to the table and use our own unique skill set to create polished diamonds. A partnership is when we work together with our customers, not just for them.

Our flexibility and versatility also continue to receive praise and make us competitive. The study shows that we have been able to adapt to many of our customers’ needs. For some, we are a long-term strategic partner, while others view us as a responsive and creative agency that meets their fast-paced daily marketing communications needs. In many cases, we have succeeded in being both. To continue to succeed, we must continue to challenge ourselves as well as our customers.

Browsing through the survey results, it was also particularly encouraging to see that you, our customers, saw the value in the same attributes that we have concentrated on over the years. The survey highlighted our ability to listen, understand and internalize our customers’ needs and the skills to consistently deliver creative executions that address their marketing and business objectives. Working in close cooperation with our customers, we take the complexity of the b2b world and translate it into crisp, clear messaging and polished marketing executions. This will continue to be at the heart of our mission in the future.

Moving forward, we want to take all of the encouraging feedback and constructive criticism to heart and continue to strive towards excellence. We are happy with where we are today, but we also know that we can’t afford to get complacent. We want to continue to build on the strong foundation we have established and tackle the challenges growth brings along with it. We would love to thank all of our customers for a positive 2019 and remind you that we always welcome your feedback. Brandkind will continue to measure customer satisfaction and actively develop its operations to ensure the best possible customer experience.

Marja Peltola & whole Brandkind team