Lincoln Industries

The results of Lincoln Industries’ annual customer satisfaction survey are in and provide some of the most positive feedback since the inception of the survey 20 years ago. The survey asks customers to rate Lincoln Industries on 16 attributes of satisfaction and for the first time ever, all 16 attributes reached record levels. “2009 has been a very challenging year for all companies, which makes these results even more remarkable. We are extremely proud of the way in which Lincoln Industries’ people have continued to maintain their focus on providing exceptional service to our customers in this challenging environment,” said Hank Orme, president of Lincoln Industries. “Continuing to deliver value as a supplier is critical for both our customers and Lincoln Industries to emerge stronger than ever from these difficult economic times.”

The survey, conducted by Priority Metrics Group of Spartanburg, South Carolina, reached 125 people representing a wide cross-section of Lincoln Industries’ customers and asked for both quantitative and qualitative feedback. The 16 attributes are grouped to cover: Quality, Delivery, Customer Service, Positive Relationships and Overall Satisfaction. In each attribute, Lincoln Industries’ customers rated the company above a 4.0 on a 5.0 scale (see graphic).

One of the most positive responses is the 4.4 / 5.0 rating given by customers regarding their willingness to recommend Lincoln Industries to another company. This figure has climbed steadily over the last five years and continues to be one of the highest compliments paid to Lincoln Industries by its customers. “We are grateful so many of our customers take the time to provide us with such valuable feedback to help fuel our continuous improvement efforts,” said Matt Nyberg, Vice President of Business Development at Lincoln Industries. “Having these valued customers express such high confidence in us based on their willingness to recommend us to a business associate, is both humbling and motivating.”

Vice President of Operations Bill Ellerbee agreed with that assessment. “These ratings are taken very seriously by everyone at Lincoln Industries. It is a way to effectively collect the feedback we need to continue to improve our products and service. While we are proud of these ratings, they also serve as a reminder that we are not yet at a 5.0, which is always our goal.”

So, while taking a little time to celebrate this year’s survey results and the hard work put forth in 2009 to achieve them, the people of Lincoln Industries will also be hard at work analyzing the feedback, identifying opportunities and pursuing improvement in 2010.