Scientific Drilling - Customer Satisfaction Metrics

We are committed to providing the highest quality of services to our customers.

We are committed to providing the highest quality of services to our customers.

At Scientific Drilling we realize that…

Satisfied customers are more likely to do business with us in the future.
Satisfied customers solicit others to do business with us; their opinions carry more weight than all our company’s advertising combined.
Customers prefer to do business with companies that have a reputation for high quality and excellent customer service.
High-satisfaction companies spend less on service recovery.

For these reasons we…

We are pleased to provide our most recent actual Customer Satisfaction results – the data below depicts the Customer Satisfaction Index for Q1 2017.

	2018				2019
CRITERIA	Q1	Q2	Q3	Q4	Q1	Q2	Q3
Service Representative	93.5%	93.8%	94.3%	94.3%	94.2%	94.8%	94.3%
Efficient and Timely Delivery	93.0%	93.1%	93.7%	93.8%	93.4%	93.6%	93.7%
Quality and Accuracy	92.5%	93.3%	93.4%	93.6%	93.6%	93.6%	93.6%
Product/Tool Reliability	91.9%	91.8%	93.0%	92.7%	92.7%	92.7%	92.2%
On-time Delivery	93.2%	93.5%	93.9%	93.9%	93.9%	94.3%	94.2%
HSE	93.5%	93.8%	93.8%	93.9%	93.8%	94.1%	93.9%
Overall Satisfaction	93.0%	93.5%	93.6%	93.8%	93.7%	94.2%	93.9%
Loyalty	93.8%	93.9%	93.2%	94.2%	93.5%	94.4%	93.8%

At Scientific Drilling we take customer advocacy seriously and utilize the “Net Promoter Index” to measure our success.

The Net Promoter is founded upon the following question:

How likely are you to recommend Company/Product to a colleague or friend?

Answers are grouped into three categories:

People who answer “7” or “8” on an 8-point rating scale are “Promoters”. They are people whose lives have been enriched by their relationship with the company; they make repeat purchases and talk up the company to colleagues and friends.
People who answer “6” are “Passives”. They are people that got what they paid for – nothing more, nothing less; they make few referrals and are likely to defect.
People who answer “1” through “5” are “Detractors”. They are people whose lives have been diminished by their dealings with the company; they may badmouth the company, make a nuisance of themselves, and will defect at the first opportunity.

The categories were derived from extensive research into people’s purchase behavior and loyalty.

We are pleased to provide our most recent Net Promoter Scores – the data below shows the Net Promoter Scores for Scientific Drilling from 2016-2017

Customer Satisfaction Metrics