At Palmer-Donavin, our customers are at the heart of everything we do. That’s why we take every opportunity to listen, learn, and improve. Over the past year, we’ve gathered valuable insights through Net Promoter Score (NPS) surveys, helping us identify what’s working well and where we can do better.

Since launching NPS in February 2023 with Distribution Strategy Group (DSG), we’ve completed seven surveys—each one providing a clearer picture of our performance. These insights don’t just sit on a report. Every response is carefully reviewed and shared with our Technology, Operations, Sales, Marketing, Customer Service, and Quality teams to drive meaningful change.

Turning Feedback into Action

Your feedback directly influences our decisions. Here are a few ways we’ve made improvements based on your input:

✅ Enhancing Connect with More Images – Many of you asked for a more visual experience on Connect, so we’ve added more product images to make it easier to find what you need.

✅ Improving the Returns Process – While overall feedback on our returns process has been positive, we continue to look for ways to streamline it and remove any roadblocks, ensuring a smoother experience for our customers.

✅ Optimizing Product Training – Based on survey responses, we learned that shorter product training sessions are preferred. As a result, we are creating more one-minute training videos, making it easier to absorb key product information.

With an impressive average NPS score of 68, we’re proud of the strong relationships we’ve built. But we know there’s always room to improve. Your feedback will continue shaping our initiatives as we work to exceed expectations.

To everyone who has taken the time to share your thoughts—thank you. Your voice truly makes a difference, and we’re committed to turning your insights into action.