Survey gives thumbs up for customer experience

Member News

Customers report high satisfaction levels for both products and services.

Thank you to everyone who took part in our recent 2020 customer survey. It goes without saying that the past year has been challenging for everyone, with much-reduced opportunities for the usual face-to-face contact with our customers. It was therefore particularly valuable for us to get people’s feedback in this way and hear what you had to say. We analyse the results carefully and pay particular attention to all of the written comments so that we can try and improve our products and services.

We were thrilled that a record-breaking 97% rated our workmanship as ‘excellent’ or ‘good’. We pride ourselves on the top-quality of our products so this was particularly gratifying.

Furthermore, over 90% of respondents:

  • rated the ordering process for our products as ‘excellent’ or ‘good’.
  • scored the speed of responses to enquiries as ‘excellent’ or ‘good’
  • thought that our competitivity was ‘excellent’ or ‘good’
  • considered that the performance of our products reflected good value for the price paid

In addition, 92% of customers were very satisfied or satisfied with the company overall and 90% said they were extremely likely or very likely to purchase further products.

It was also heartening to receive so many kind comments. Some of them are shared below:

“Great service, friendly staff and great lasting products. We wouldn’t use anyone else.”

“I have very much appreciated the warmth and interest in every communication that I have had. The human touch is excellent.”

“Very good quality items, customer service response rate is excellent, staff were very happy to help with queries and questions.”

“Top quality, sensible price.”

It was good news that six out of eight topic areas received a higher satisfaction rating than the previous year’s survey, but we do not want to rest on our laurels. There were a couple of helpful comments regarding the online ordering process and we are now reviewing this system to see what improvements can be made.

If you have any comments or feedback on our products or services then please do get in touch by calling 01751 473483 or email: [email protected]