SimplexGrinnell receives industry award for customer satifaction

BOCA RATON, Fla. (February 25, 2009)––SimplexGrinnell, a Tyco International company, has been selected by MarketTools, Inc. to receive a 2008 CustomerSat Achievement in Customer Excellence (ACE) Award in recognition of outstanding achievement in customer satisfaction.

In earning a prestigious ACE Award for service experience satisfaction, SimplexGrinnell joins 31 other leading organizations from around the globe recognized for their efforts in 2008. Since 2005, the annual ACE Awards have recognized companies that demonstrate rigorous application of customer feedback processes and outstanding performance, resulting in exceptional customer satisfaction. ACE Awards validate an organization’s success and effectiveness in serving customers and building loyalty.

"In today’s economic environment, focusing on customer satisfaction and loyalty is more important than ever," said Cameron Karr, Vice President of Marketing at MarketTools. "As a leading indicator of loyalty and retention, customer satisfaction impacts overall business performance and the bottom line."

James Spicer, President of SimplexGrinnell, said: "SimplexGrinnell is honored to receive a 2008 CustomerSat Achievement in Customer Excellence Award. It reflects our strong commitment to measure customer satisfaction on an ongoing basis and use the feedback to improve our performance and processes. Our ultimate goal is to create a culture of service excellence that enables SimplexGrinnell to provide customers with the best fire and life-safety solutions."

Customer Surveys Are Critical

Over the past several years, customer satisfaction surveys have become an integral component of the SimplexGrinnell business. In 2008, CustomerSat, a MarketTools company, conducted more than 10,000 surveys of SimplexGrinnell customers. SimplexGrinnell achieved an overall customer satisfaction mean score of 8.7 out of a possible 10 points, well above the qualifying score of 8.2. Additionally, SimplexGrinnell’s top-box customer satisfaction percentage achievement of 84.5% was well above the qualifying score to qualify for an ACE award.