Each year we ask our customers to complete a customer satisfaction survey and we’re delighted to announce this year’s results. We’re proud to have consistently earned high marks in our annual surveys, but we are never complacent, and always use them to learn how we can improve our service to you.
Thank you to everyone who took the time to provide their valuable feedback – to quote Bill Gates “Your most unhappy customers are your greatest source of learning”, and we have taken note of some constructive advice.
Here’s how you scored us
What you said
Here are some of the comments you gave about our products and service.
Technical ability“Excellent – desire to meet your customer requirements is always an important option from our perspective”
Quoted Delivery Times“As a customer, we always want things yesterday, but I appreciate you do offer realistic delivery times “
Responsiveness“I can’t fault the sales and operations responsiveness”
Quality of Service“Brilliant from start to finish – wish all our suppliers could match this professionalism and drive”
Always listening and improving
Of course, there are always areas where we can improve. The question where we scored less well than we would have liked is ‘longer than quoted delivery lead times’. As with all UK manufacturing businesses, we’ve faced a number of challenges over the last couple of years, and still now, that have negatively impacted our lead times including the pandemic, supply chain issues and labour shortages.
But we’ve already started addressing these and will continue to do more to bring our lead times down. To date, these include sourcing new parts suppliers, increasing material and component stock holdings, creating 30 new jobs and investing £1 million into a new state of the art electrostatic powder painting plant which gives us full in-house control of our processes from design, through manufacturing to final product delivery.
Net promoter score (NPS) – above industry average
The overall score ranges from -100 to +100 and the creators of the NPS, Bain & Company, say that an NPS score above 10 is good, above 20 is great and above 50 is amazing.
So we’re delighted that our score this year is 23 – but watch this space – we aim to be amazing!