What our customers told us in 2026

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Every year, we invite our customers to share honest feedback on their experience of working with Simpsons Malt. 

We do this to understand what we're doing well, where we can improve and how we can continue supporting brewers, distillers and distributors in the years ahead. 

This year's survey produced some very encouraging results. 

Our Net Promoter Score (NPS) increased to 93 (NPS is measured on a scale from -100 to 100), while 99% of respondents said they were satisfied with both our products and customer service. We also received 80 survey submissions, with every respondent indicating they would be likely to recommend Simpsons Malt to others. 

“We're always happy with the quality of Simpsons Malt products. We've had no issues since we started using Simpsons Malt and have seen efficiency increases through using fine crush base malt.”

Harry Gwilliam, Head Brewer, Attic Brew Co.

“Simpsons Malt products are of the highest quality without fail.”

Dale Meddings, Co-CEO, Bintani

“Simpsons Malt products, especially their speciality malts are of the highest quality and always deliver what we want.”

Tom Farrell, Head Brewer, Humpty Dumpty Brewery

Just as important as the numbers is the feedback behind them. 

Customers consistently highlighted the quality, consistency, reliability and efficiency of our malts, alongside the knowledge and responsiveness of our team. 

Many also referenced the value of long-standing relationships and the personal approach they experience when working with a fifth-generation family business. 

We're equally grateful for the suggestions on where we can do better. Feedback relating to our customer portal, ordering processes and access to information will help us to map out some improvements in the coming months.

“We receive excellent customer support from across all areas of the Simpsons Malt business, including technical, sustainability, production, commercial, logistics and supply.”

Alistair Longwell, Head of Distilling & Environment, Suntory Global Spirits

“Simpsons Malt always delivers products on time, communicates clearly and is very easy to work with on all fronts.”

Andy Parker, Owner, Elusive Brewing

“Our orders are always acknowledged and shipped on the requested dates, even delivering a much faster turnaround that I would expect at times if I've missed placing an order. Simpsons Malt pallets are well stacked and wrapped neatly so it always makes it to us in good condition.”

Jim Fullegar, Head Brewer, Alfreds Brewery

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 part of the survey, we also ran a competition with one person selected at random to win a limited-edition bottle of Simpsons Malt whisky. The winner was Bob Mercer from Arkell's Brewery. Congratulations, Bob!

As a business built on long-term partnerships, we're proud of the trust our customers place in us and remain committed to providing the products, expertise and service they expect from us.

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