Building Trust, Earning Loyalty

Transcript:

Here’s something I’m incredibly proud to share.

Last December, we hit an NPS (Net Promoter Score) of 92 that positions us as a “world class” label printing company.

That’s not just a number. It’s a reflection of all the trust and support our customers have shown us, and frankly, it’s something very few companies in any industry ever reach. The numbers show the journey, but they aren’t the story. The real success is the trust we’ve earned and the relationships we’ve built.

many years ago, when I started to work in this industry, I pictured success as perfectly printed labels, crisp ink, fast machines and flawless delivery. But over the years, I learned the real secret: it’s not just about labels. it’s about the people we serve.

A few years back, we got brave. We asked every customer a simple but powerful question: “Would you recommend us?”

Our NPS in 2018 wasn’t what we’d hoped. The truth stung. However, that was our wake-up call, and it was one of the best things that ever happened to us.

Our early results were below the national average. But instead of hiding from that, we let it motivate us. We started to truly listen. Every bit of feedback became a chance to do better. Sometimes, it meant fixing something small: a delivery that was a day late, a call that wasn’t returned fast enough. Other times, it meant completely re-thinking how we worked. It was hard work, but each improvement began to add up.

Our scores climbed, not only on paper, but in real life:

Customers started noticing the difference and talking about it. We saw more genuine smiles, more repeat orders, and even a few handshakes from people who were once our toughest critics.

This progress didn’t happen overnight. Each of these blue bars came from conversations with you. Our team took your feedback and turned it into action, step by step, year after year.

And here’s what we’ve learned. Three simple things that fuelled our journey, and might help yours, too:

• Welcome hard truths. Feedback, especially the tough kind, is your secret weapon for growth.
• Celebrate every win, every step. Progress isn’t a single leap. It’s a thousand tiny actions by a dedicated team.
• Build partnerships, not just transactions. We succeed when we help you succeed; through honesty, expertise, and a genuine desire to see every label shine.

Our journey isn’t about chasing numbers. it’s about never settling. We’re proud of our progress. but we’re even prouder that you’ve been part of it.

So, thank you for every bit of honest feedback, for holding us to high standards, and for inspiring us to be a little better every day.

At Label Apeel, every improvement starts with a conversation.

We’ve built lasting partnerships by listening, learning, and adapting to what our customers need most - And we’d love to do the same for you.

Contact us today to discuss your next project.