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NAPCO By The Numbers: Ninety-Three Percent of Survey Respondents Rate NAPCO’s Customer Service as ‘Good’ or ‘Excellent’

NAPCO InfographicCelebrating 37 years in business this month, NAPCO is committed to giving their refinishers what they need to run successful home-based businesses. From hands-on, classroom based training to fast delivery of top-of-the line refinishing products, NAPCO partners with their customers every step of the way.

“We know that our refinishers depend on us to keep them on the job. If we don’t deliver products on time, or train then on how to best apply those products, not only does their business suffer, but, by extension, those who depend on them suffer as well. We take that obligation very seriously, which is why we track our own performance so closely,” says president of NAPCO Steve Coven.

For four years, ninety-eight percent of orders received by NAPCO have shipped out of the plant in the same day. Later this year, they are introducing packaging that will better protect products during shipment and lids that create a better seal on products. This innovation is a direct result of customer feedback. In a recent survey of current customers, the company found that 96% of respondents rated NAPCO’s products as “good” or “excellent.” Ninety-three percent of respondents gave the company’s customer service a rating of “good” or “excellent.”

“The survey affirmed for me the hard work that we do at the plant every day to better serve our refinishers,” says Coven. “As a former refinisher myself, I know the value of having a great company with great products to work with and so I push NAPCO to be that company every day.”

Dani Nichols

I started out with NAPCO in 1996, shortly after it was purchased by Steve Coven. Both Steve and I shared a vision of growth for NAPCO. Always hungry for knowledge, I learned whatever I needed including sales, marketing, web development, operations management, HR, building and retaining a customer base. Whew! It has been a lot of fun because in the end, I really like working with our customers. They make it all worthwhile for me.

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