Customer Feedback 2011 – Results
January 2, 2012
How are we doing? At the end of 2011 we asked our customers to give us some feedback. So we could enhance the good things, and work on the other areas. Some of the highlights were:
- 100% would recommend us.
- 100% thought our technical support and advice was Good or Excellent.
- 89% rated our customer services and logisitics team as either Very Good or Excellent.
- 78% said our lead times are Very Good.
- 77% said On Time in Full was either Good or Excellent.
What should we do? We also asked how our customers would like to see us improve in 2012. From this feedback we have already started making some changes:
Improve Communication - Our customers said they wanted to see improved communication across the various departments. So over Christmas 2011, We moved all our office based staff into one open plan office, improving communication between customer services, production, quality, logistics and finance.
QC check Remakes - Some of our customers said they would like to see all remakes quality checked before being despatched. From 2012, 85% of Remakes are now QC checked to avoid multiple replacements of the same item – look out for the “QC checked” stamp on remakes. We’ve also added a new quick way to order remakes, through our website, while still on site, which will speed the lead time up on those urgent replacements. Click here to find out more.
Enhance Paperwork – 74% of our customers think our paperwork is good and accurate. However, we’re going to make some more improvements to various documents. Including the layout of the invoices, in order to show more detail, and the build up of the cost components. This has been driven by the ever more complex product range and options available.
Electronic ordering, we’re working with a number of customers, to import orders electronically, and in the process eliminating order processing errors.
Electronic invoicing, in 2012 we will be moving to issuing invoices electronically by email, eliminating the risk of postal delays.
Increase Frequency of Site Deliveries - Particularly our roof glass customers asked for more frequent delivery days to each post code area. As a direct result of this feedback we’ve ordered a further two Luton vans to compliment our existing fleet, which now consists of 10 vehicles ranging in size from artics to vans. Once the vehicles are operational we’ll be refreshing our delivery routes, making key areas more frequent.
Ipad2 Winner – as a thank you to those providing the feedback, we held a prize draw for an ipad2. The winner has been notified.
As you can see your feedback is invaluable and truly helps to shape our business, we always welcome feedback, good and bad, in a formal survey or simply a phone call to our customer services or one of our management team.