To find the right answers, you have to ask the right questions.

Customer satisfaction is one of the single most important determinants of any company's success. Yet too many businesses take it for granted, largely ignoring the possibilities of any difficulties as well as the opportunities to improve their business practices.

At Leggett, we think we create outstanding customer satisfaction, but we also understand that it is far too important to ignore. That's why we've made measurement of customer satisfaction a high priority and a key component of our business practices.

As part of this commitment to our customers, we commissioned an independent third-party firm to conduct research. The result is our Customer Satisfaction Index study, an ongoing survey of our customers that provides us with an objective evaluation of our performance — as well as insights into how to improve it.

The online survey is sent to a cross-section of our customer base regularly, and provides them an opportunity to evaluate virtually every area of our business — from pricing and product quality to project management, delivery and more.

We'd like to thank everyone who has already responded to past surveys for their input, and encourage everyone to take part in future opportunities. Only with your feedback can we identify any weakness we may have — so that we can devote the necessary resources and take the actionable steps required to improve our performance.

Our last survey was sent to more than 380 customers in April — and the results were everything we could hope for:

First and foremost, we learned that there are some areas in which we need to improve.

Secondly, it seems we're doing a pretty good job in satisfying our customers — with 97% of respondents indicating that they are either satisfied or very satisfied working with us.

While a 97% positive rating is gratifying, we can learn the most from the 3% of our customers who are not satisfied working with us. Only reaching out to these customers, can we better understand their needs and expectations, improve the level of service we provide to them — and become a trusted and valuable partner to all 100% of our customers.

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