Annual Customer Survey
Thank you to everyone who took part in our 2026 customer satisfaction survey. 82 customers responded, sharing what we’re doing well and where we could improve.
Your feedback is already helping us make changes and together, you’ve also helped us raise £820 for a local charity, the Children’s Respite Trust, who provide families of disabled children, much needed rest.
said…
customer support is excellent
said…
technical support knowledge is excellent
said…
our products are very or extremely high quality
said…
they are satisfied with how informed they felt throughout their enquiry
92% overall customer satisfaction
92% of respondents were satisfied or very satisfied with their overall experience of our products and services and more than two-thirds chose ‘very satisfied’. Product quality and reliability scored 93% satisfied or very satisfied, while 97% rated functionality and ease of use as good or excellent.
A Net Promoter Score of 66
Our Net Promoter Score (NPS) came in at 66, on a scale that runs from -100 to +100. It measures how likely you are to recommend us. On this scale, 30 – 70 is considered great and we’re incredibly proud of our team for scoring so highly.
The same strengths came up again and again in your comments: reliable products, technical knowledge, quick responses and a helpful team.
“The Baldwin Boxall equipment is rock solid and the technical team are very good at providing solutions to customer requests.”
“The people I speak to have a lot of knowledge”
Customer service and technical support
Excellent customer service matters to us and it’s encouraging to hear that customers value the knowledge and support our teams provide.
96% rated their customer service experience as good or excellent, while 97% rated our technical support team’s knowledge and helpfulness as good or excellent. And 94% were satisfied with how we communicated and kept them informed throughout their enquiry, order or project.
Behind these figures are the people who look after our customers every day, in sales, technical support, engineering, production and operations.
“It’s very easy to work with the team, very friendly and just nice people to work with.”
What we’re changing
Your feedback also gave us some clear areas to work on. Customers asked for more training, better technical documentation and more detailed product information on our website.
As a direct result of the survey, we’ve started a review of every datasheet we publish so we can redesign and improve the whole set. We’re also reviewing how we store and share product data, with the aim of making it more consistent wherever you find it.
For OmniCALL, we’ve already launched new product pages on our website with far more technical detail and training on the system is already underway. We’ll roll the same approach out across the rest of our range over the next 12 months.
£820 for the Children’s Respite Trust
For every completed survey, we made a donation to the Children’s Respite Trust. The charity is based close to our factory and supports children with disabilities and their families across Sussex and beyond, through respite care, activities and family support that give parents and carers time to rest.
Thank you for helping us support them.
Thank you
Thank you to everyone who shared their experiences and suggestions and to our colleagues across the business, whose work is behind these results.
We’d welcome your thoughts as we continue this work. If there’s a training topic you’d find useful or a product you’d like more information about, please speak to your account manager or get in touch at hello@baldwinboxall.co.uk.
Your feedback will help us decide what to focus on next.