Customer Satisfaction Survey - Thanks for your feedback!
- 09 March 2012
- Company & Industry News
Smiley Monroe are pleased to share the results of our recent customer satisfaction survey.
Conducted annually in line with our ISO 9001:2008 Quality Management System, we believe that in today's competitive business environment, quality service is often the difference between keeping customers and losing them.
The best way to find out if your customers are satisfied - is to ASK them!
But to provide great service, we need to know how well we're doing - to find out what our customers think is important, what you want and where we need to improve our product lines, service and marketing.
So we asked you to rate us - Excellent/Good/Fair/Poor/Don't Know - in the following areas:
Technical knowledge of our staff Clarity of our paperwork Helpfulness of our staff Our ability to problem solve for you Helpfulness of our product datasheets Standard of labelling/packaging of delivered goods Our level of product innovation as a company Usefulness of our new website What is your overall experience of dealing with Smiley Monroe
92% of respondents described their overall experience of dealing with Smiley Monroe as either GOOD or EXCELLENT.
Build it and they won't always come...
A suprising number of you responded 'Don't Know', when asked about the 'Helpfulness of our product datasheets' (22% of respondents) and the 'Usefulness of our new website' (44% of respondents). So we'll be communicating with you more regularly in 2012 with reasons to visit our website and the kind of support we currently provide there and what you'd like to see.
Your levels of satisfaction helps us to assign training and take corrective action. This is not a 'pat on the back' exercise, so we have been looking closely at what you've told us, including any comments you made in the survey's 'Other comments' box, which is very useful in giving us a better understanding of what you think. In those areas where you scored us 'Fair' (6% overall) or 'Poor' (1% overall), we'll be following up with you directly over the next few weeks to discuss the actions we've already taken or are planning to take to improve the service we give you in the specific areas you highlighted.
Congratulations to our Prize Draw winners, who won a luxury food hamper and a selection of gourmet Irish truffles from Belfast's own 'Co Couture', which made their way to customers in Ireland, Isle of Man and the West Indies!
We appreciate that some of you were too busy to complete our survey or earmarked it for later and forgot about it and others started it, but then got called away.
Have your say in 2012
But we hope you'll help us to keep improving our service to you by participating in our next annual survey in October 2012.
Unfortunately some of you had trouble emailing your completed surveys back to us, so next time the survey will be web-based, in an effort to eliminate compatibility and firewall issues, etc.
Thanks for your feedback,
Tim Monroe - Marketing Manager