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Berwick-upon-Tweed
17°C
13:11
- 19 August 2026
What our customers told us in 2026
Since 2023, we've run an annual satisfaction and loyalty survey to allow our customers to share honest feedback on their experience of working with McCreath Simpson & Prentice (MSP).
This survey provides us with a measurable benchmark of how we're performing year-on-year, while the feedback we receive helps us understand what matters most to our customers and is used to inform future improvements.
A key part of the survey is our Net Promoter Score (NPS), a widely used measure of customer loyalty that determines how likely somebody is to recommend MSP to others.
NPS is measured on a scale from -100 to 100 and a score above 0 is considered 'good' (this means more people would recommend you than wouldn't).
This year, our NPS remained steady at 36, matching last year's score and maintaining the positive progress we've made over the past four years.
Alongside this, 92% of respondents said they were satisfied with our products and 93% said the same of our customer service.
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"I always receive quality products from MSP that are delivered in a timely manner."
Jonty Cotton, J Cotton Agricultural Contractors Ltd
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"Great quality products and I always receive good communication from MSP around deliveries!"
Simon Hogg, Col D O Hogg & Son
Just as important as the numbers is the feedback behind them.
Customers consistently highlighted the trust, familiarity and depth of knowledge of our team. Reliable product quality and having a responsive team available if an issue arises were also mentioned as strengths.
We're equally grateful for the suggestions on where we can do better and these suggestions will help us to map out some improvements in the coming months.
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"I have been very impressed with the service given by Robbie King, my MSP farm representative. His knowledge and advice have helped my decisions in growing malting barley."
John Picken, John Brown & Partners
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"The level of service and communication we receive from MSP is excellent and should an issue ever arise it is dealt with promptly. Having dealt with MSP for more than 20 years, I have found this to be the case across the board."
Richard Morrison, P T & R P Morrison
To everyone who took the time to complete this year's survey, we'd like to say a big thank you. Your feedback helps us continue to improve and ensures we're focused on the things that matter most.
As per previous years, we wanted to give something back to the agricultural community and so, for every response received, we donated £5 to the Scottish Association of Young Farmers Club's (SAYFC) Big Build. As we received 169 survey responses, this meant a donation of £845.
The survey also included a competition with one respondent selected at random to win a limited-edition bottle of Simpsons Malt whisky. The winner was Euan Cormack of E & L Cormack, Inverurie. Congratulations, Euan!
NPS over the years
2023: 21
2024: 33
2025: 36
2026:36
