6 Month Review of Customer Satisfaction

We have been running a monthly customer satisfaction survey this year. The results have shown that we continually give our customers what they want when they want it. Over the last 6 months 95% of customers said they were satisfied or extremely satisfied with the overall service they received.

service satisfaction graph

Customers were pleased with our delivery speeds with 95% satisfied or extremely satisfied and speed of response to enquiries rated at 92% satisfied or extremely satisfied.

87% of customers said we were better than other flame cutters they had used recently and 89% said they would recommend us to a friend or colleague.

Positive comments from customers over the last few months have included

“Jane was extremely helpful”

“We have used you for a number of years now and have always been very satisfied with the service and pleasant manner of your staff. Not likely to look elsewhere.”

“My order was for a breakdown job and was turned around faster than promised.”

“We have been dealing with you for a number of years and could count on one hand the number of rejects, so very happy.”

“A very Efficient and reliable Company. Our Company have been using them since before i started.Over 16 Years.”

Comments with improvement suggestions have included

“The only thing that lets you down compared to our other main suppliers is that can take you longer to respond to enquiries. I appreciate that you do respond within 24 hours but some other suppliers are just quicker.”

“Sometimes quoting could be a little quicker – but deliveries usually pretty good once ordered”

The surveys have shown that some customers believe we could improve the speed we reply to enquiries. In most cases this has been due to the quantity of requests for quotes we have been receiving and the availability of staff to respond to these. To improve response speed we have increased the number of sales staff which seems to be working well.

If you have any quality related questions or would like more information about our quality system please get in touch with Mark Hayward by emailing quality@malthouseengineering.com