Baltimore, MD - Two Aluminum Extruders Council (AEC) member companies have been recognized for outstanding achievements in customer satisfaction and loyalty, it was jointly announced today by AEC President Rand Baldwin and by Morris Binder, president of InfoQuest North America. The recognition stems from the collection, processing and analysis of customer satisfaction survey responses collected over a two year period from over 1,000 customers served by 25 AEC member manufacturing locations. All data was collected using the InfoQuest Business Process Review survey methodology.

According to Binder, “To understand the exceptional nature of what we are announcing, one needs to understand the survey philosophy that was employed. We don’t use numeric scales or leading metrics that produce false readings. Rather, the InfoQuest process measures the percentage of a company’s customers who are “Totally Satisfied”. That standard has been proven to be the most critical measurement of customer satisfaction, loyalty and revenue behavior. It’s a metric that not only provides unambiguous insight into the strength of customer relationships, but it offers a clear understanding of the economic implications of those relationships. It’s a tough standard, and one that only the best can meet head on.”

Against that backdrop, the first company being recognized is Pennex Aluminum Company of Wellsville, Pennsylvania. After reviewing a variety of performance factors, the company’s customers were asked, on an overall basis, how satisfied they were with Pennex. An impressive 77% of the respondents indicated that, all things considered, they were Totally Satisfied.

That level of overall satisfaction places them in the 92nd percentile of all companies in the InfoQuest database. “And it’s a big database,” Binder observed. “We’ve been collecting data for over 20 years on behalf of hundreds and hundreds of companies who operate in over 100 global industries. 77% is a level that is rarely achieved, in this or any other industry. It is the calling card of an exceptional company.”

The second company to be recognized is Alexandria Extrusion Company of Alexandria, Minnesota. In this case, when presented with the statement, “I would recommend your company to an associate”, an impressive 91% of the responding customers “Fully Agreed”. That is to say that over 9 out of 10 of the company’s top customers would unhesitatingly provide a referral to a third party. That score places the company in the 94th percentile of all results generated since 1989.

“Not too surprisingly, on top of this extraordinary level of customer loyalty, the company also enjoyed the largest year on year increase in Overall Satisfaction,” Binder added. “There can be no question that the two subjects go hand in hand, as this clearly illustrates.”

Rand Baldwin, President of the Aluminum Extruders Council, observed, “We tip our hats to both Pennex Aluminum and Alexandria Extrusion for their outstanding achievement in providing for the needs of their customers. However, of additional importance to the AEC is the fact that the two companies have also contributed to the improvement of customer satisfaction and loyalty in our entire industry.

“By aggregating their results with those from other member companies, then analyzing them on an organizational level, InfoQuest has been able to tell us which performance areas, if improved, will drive the greatest continued growth in customer satisfaction and loyalty.” Baldwin was referring to a proprietary analytical tool developed by InfoQuest called ProfitMax, which employs a branch of the artificial intelligence technologies to identify and quantify the true drivers of customer satisfaction. “Ultimately, that lays the groundwork for growth in industry-wide image and market share for the entire membership,” he concluded.

InfoQuest North America is a provider of in-depth, business-to-business customer, business partner and employee satisfaction surveys. Using a proprietary survey method that was first brought to the market in 1989, it has conducted tens of thousands of surveys in 77 countries and 21 languages on behalf of companies that range from small family owned enterprises to multi-national Fortune 500 companies.

The Aluminum Extruders Council (AEC) is an international association dedicated to enhancing the growth of the aluminum extrusion industry by promoting the advantages of industry processes and product applications. AEC represents the interests of its members, manufacturers, engineers, architects, and others, with various regulatory agencies and is an advocate on behalf of its members.

 

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