At Xylem, we take a continuous improvement approach to customer satisfaction and use a number of tools to ensure we are hearing the voice of the customer loud and clear.
All of our value centers run a global customer satisfaction process – covering multiple countries – that works best for them and the customers they serve. Our largest business, Water Solutions, conducts a customer satisfaction survey every two years to measure their customer retention. Another business unit uses the Net Promoter Score methodology to measure the likelihood of a customer promoting our product/brand to a friend or colleague.
Customers can contact us in many ways, included the 24/7 feedback forms accessible through the "Contact Us" links for all our brands on the www.xyleminc.com website. We also collect face-to-face feedback at trade shows. In a typical year, Xylem businesses attend more than 200 trade shows around the world, engaging 100,000-plus customers and getting their reactions to our products, services and business.