Once again we have been measuring what our customers think of us. We use our customer surveys as a method of identifying what we do right and what we can do better. Our target is to get every customer to rate us above average or excellent in every category. Although we are not quite there yet we have again made gains on last year.

In the last year we have increased the number of surveys to the highest ever level. The results from the surveys are impressive with every section showing an improvement on what was already record highs.

93.6% of customers rated us above average or excellent  when asked how well we communicated with them. This is up from 89.7% last year.

When it came to how well we responded to enquiries and met our delivery promises (our responsiveness) 93.85% rated us above average or excellent, again an increase (from 90%) last year.

Our customers also find us very courteous and helpful. We asked about our internal sales people and our delivery drivers and 97.39% of our customers said we were above average or excellent.

Even our quality, which is usually high, saw an increase, up from 91.58% to 93.75%. 

Taking all measures collectively 94.45% of our customers said they consider us to be above average or excellent with 66.37% of those saying we are excellent! 

Thank you to all those customers who took part, we really appreciate your help. Again we have set ourselves some key actions for the coming year and hope to be improving our performance again.