More than nine out of 10 (93%) customers have rated the service they receive from e-commerce platform provider Epyx as “excellent” or “good” in a recent company survey.
Praise was also received for Epyx’s customer support with 98% of people rating the choices “helpful and friendly staff” and the “knowledge and competence of staff” as “excellent” or “good”.
Tim Meadows, director of account management at Epyx, which is best known for its 1link e-commerce platforms, said: “Finding out exactly how customers feel about the company is crucial to its future and this survey was designed to provide as complete a picture as possible.
“Overall, we are pleased with the results. They show that the core elements of our proposition – product, support, service and pricing – are widely perceived to be very strong.”
Epyx’s Net Promoter Score – an industry standard used to measure how likely a customer is to recommend products and services to colleagues and associates - has increased to 35% from 7% scored in previous research.
Meadows said: “Since acquiring Epyx three years ago, our parent company Fleetcor has invested heavily in areas including system development and customer service, and we believe that the improvement in NPS that we have seen is an indication of this.”
The research also indicated areas in which Epyx should potentially seek to make improvements in the future.
Meadows said: “There were some very interesting ideas and observations from the respondents, the vast majority of which coincide with our own ideas on where Epyx should be heading in the medium and longer term.
“The message that we would like to communicate to customers is that we very much value this feedback. We have listened to you and made changes in the last few years that have improved our products and services significantly – and have more in the pipeline.”