Customer Survey Adds to Our Programme of Ongoing Improvements

08/04/2009
As part of our ongoing programme of continual improvement. we are constantly seeking ways in which we can improve the service we provide to our customers. To achieve this aim we have invested in improving our understanding of Customer Satisfaction right across our business – which has involved us undertaking an Annual Customer Perception Survey, as well as realigning our ongoing Project/Service Performance Assessment. We know that listening to our Customers is fundamental to our success, but more important to us is that, in doing so; we can add value to each and every one of our Customers. Annual Customer Perception Survey 2008/9 This year's Annual Customer Survey went live in January 2009 – thank you to those that took part. Here’s what we found: 96% of our customers said that they would use us again 96% of our customers said that they would recommend us to others 90% of customers agreed that we move quickly to resolve issues 90% of customers agreed that we offer innovative ideas to solve their business problems The survey also identified valuable suggestions for improvement – we will be taking these comments on board over the coming months. SSAFA Donation – A big thanks! As an added incentive we offered a donation to the Soldiers, Sailors, Airmen and Families Association (SSAFA) (www.ssafa.org.uk) for every completed survey. We are pleased to announce that we managed to raise over £300 for SSAFA during this process. Project/Service Performance Assessment As part of our improvement programme we have introduced a new process to capture project/service performance. We will look to ensure we capture customer satisfaction following project/service delivery, with a short, electronic survey sent upon completion. This will help us to make improvements throughout the year – ensuring that we meet and exceed customer requirements. Have your say If you are one of our customers and would like to pass on any comments regarding our service then please send your comments via our contact form.

08/04/2009

As part of our ongoing programme of continual improvement. we are constantly seeking ways in which we can improve the service we provide to our customers.

To achieve this aim we have invested in improving our understanding of Customer Satisfaction right across our business – which has involved us undertaking an Annual Customer Perception Survey, as well as realigning our ongoing Project/Service Performance Assessment.

We know that listening to our Customers is fundamental to our success, but more important to us is that, in doing so; we can add value to each and every one of our Customers.

Annual Customer Perception Survey 2008/9

This year's Annual Customer Survey went live in January 2009 – thank you to those that took part.

Here’s what we found:

96% of our customers said that they would use us again
96% of our customers said that they would recommend us to others
90% of customers agreed that we move quickly to resolve issues
90% of customers agreed that we offer innovative ideas to solve their business problems

The survey also identified valuable suggestions for improvement – we will be taking these comments on board over the coming months.

SSAFA Donation – A big thanks!

As an added incentive we offered a donation to the Soldiers, Sailors, Airmen and Families Association (SSAFA) (www.ssafa.org.uk) for every completed survey.

We are pleased to announce that we managed to raise over £300 for SSAFA during this process.

Project/Service Performance Assessment

As part of our improvement programme we have introduced a new process to capture project/service performance. We will look to ensure we capture customer satisfaction following project/service delivery, with a short, electronic survey sent upon completion. This will help us to make improvements throughout the year – ensuring that we meet and exceed customer requirements.