In the second quarter 2014 J-Flex asked over 100 randomly selected customers if they would help us make our business better. These customers came from all the industries we serve and from all four corners of the world.
The survey was conducted using an online survey tool by independent marketing company – Key Principles. Customers were invited to score us against a list of key features of our business offering, to indicate how satisfied they are with our performance and how important the requirements are to them.
Pleasingly (but not complacently) satisfaction has improved in most of the key features scored. We scored well on the reliability of our deliveries and indeed the quality of our product range. Customers continue to be most satisfied with the helpfulness of our staff.
The overall improvements seen in the survey represents a significant achievement over the past 12 months and reinforces our push to become truly a World Class Supplier. Even though the survey shows we have made some real progress, there is always room for improvement. Key areas that need to improve have already been targeted with the necessary resourcing.
Admittedly 1% of customers surveyed said that “J-Flex was a bit expensive on price – but overall our products and services were the best”. We have followed this up with these customers and have agreed with them that our traditional customer service is comfortingly expensive…. because nobody ever regretted buying quality.
These results along with valuable comments will enable J-Flex to implement action plans for future to improve even further our service levels.
Don’t just wait until we survey again – if you would like to tell us something (good or bad) we would really welcome your comments and feedback at any time. Please send your comments to Denise Parkinson by email to firstname.lastname@example.org.
Finally, thank you to all those that completed our survey, your feedback is much appreciated.