At Firechief® Global, we believe that exceptional customer service is a mindset.
That’s why we’re incredibly proud to share that in 2025, we achieved a Net Promoter Score (NPS) of 87, officially classed as world-class.
And yes, we celebrated the best way we know how. Together, as a team, with cake.
But behind the celebration sits something much more important: the voice of our customers.
What Is NPS And Why Does It Matter?
Net Promoter Score (NPS) is one of the most widely used measures of customer satisfaction and loyalty worldwide.
It’s based on a simple but powerful question: “How likely are you to recommend Firechief® Global to a colleague or industry peer?”
Respondents score from 0 to 10. The final score ranges from -100 to +100.
- 0–30 is considered good
- 50+ is excellent
- 70+ is exceptional
- 80+ is world-class
An NPS of 87 places Firechief® Global among the very highest performing organisations globally, not just in fire safety, but across all industries.
For us, it’s more than a number. It’s proof that our customers trust us, value us, and are willing to put their reputation behind recommending us.
Why Customer Experience Matters to Firechief®
Fire safety isn’t transactional. When our customers choose us, they’re choosing reliability, compliance and peace of mind, often for environments where failure simply isn’t an option.
We operate with a vision of a world where people can live and work free from the fear of fire. That doesn’t just apply to products. It applies to service, advice and support.
We pride ourselves on being straight-talking, responsive, easy to do business with and proactive in solving problems
An NPS of 87 tells us we’re delivering on that promise, but it also tells us where we can improve.
Turning Feedback Into Action
One of the most important aspects of NPS isn’t the score, it’s the insight.
We carefully analyse every comment we receive. Here are just a few ways customer feedback has directly shaped our business over the past year:
Increasing Face-to-Face Visits
Customers told us they value personal relationships and on-site support. In response, we’ve increased the number of face-to-face visits from our sales and technical teams to better support distributors, installers and specifiers across the UK.
Because sometimes, just chatting over the phone isn’t enough.
Expanding Our Bulk Pricing Offering
We received feedback from trade customers looking for clearer, more competitive pricing for larger orders.
As a result, we’ve expanded and formalised our bulk pricing options, helping customers improve margins while maintaining product quality and compliance.
Improving Packaging to Reduce Transit Damage
Damaged goods create frustration and delays, something our customers rightly expect us to minimise.
We reviewed our packaging processes and made improvements to reduce damage in transit, strengthening protection and refining internal packing standards.
The result: fewer issues, faster resolutions and improved delivery experiences.
Moving to Printed, Branded Cartons
Another practical change driven by feedback was the move to printed, branded cartons.
This makes it easier to trace parcels within carrier networks, reduces the risk of lost shipments, and improves visibility throughout the delivery process.
It’s a small operational detail, but one that makes a real difference.
A Team Effort
An NPS score of 87 doesn’t belong to one department. It belongs to every member of the Firechief® team, from sales and marketing to warehouse, logistics and customer service.
That’s why we celebrated together.
Because world-class service doesn’t happen by accident. It happens through daily commitment, attention to detail, and a genuine desire to make things easier for our customers.
Thank You
To every customer who gave us feedback last year, thank you.
Your feedback drives us forward. It keeps us accountable. And it ensures we continue raising the standard in fire safety.
We’re proud of 87. But we’re even more proud of what it represents.
To stay up-to-date with more product news and insights from across the fire safety industry, follow Firechief® Global on LinkedIn.