Customer survey has Kestrel flying high
Customers of UPVC roofline products manufacturer Kestrel have given the brand top marks for service.
In the survey of Kestrel distributors, 100 per cent of respondents said they were satisfied with the service they received.
An overwhelming 97 per cent strongly agreed with the statement that the brand’s staff had been ‘very helpful’ when placing orders. Meanwhile, 92 per cent of customers surveyed said Kestrel staff members were ‘willing to go out of their way to help’.
The survey, conducted in March, is part of Kestrel’s ongoing focus on customer care.
Kestrel sales and marketing director Simon Reynolds said:
“It’s more than a year since we reorganised warehousing, distribution and customer service. This survey aimed to provide a snapshot of customers’ opinions about where we are doing well and any areas to improve. “We recognise that customers need manufacturers to provide solutions not problems. This is a fantastic endorsement for our teams who have pulled together to ensure our customers get the quality of products and service they deserve.”
The survey of 42 distributors addressed areas such as staff helpfulness, consistency of product quality, standards of packaging and order confirmation. It comes more than a year since Kestrel moved its customer service and warehousing to the same site as its manufacturing plant in Scunthorpe.
Recently Kestrel has reported record rates for making deliveries on time and in full (OTIF). The UPVC classing, fascia, soffit and window line brand’s OTIF rate has reached 99.8 per cent, which has been credited to good communication and coordination between the distribution, operations, customer services and sales teams.
Along with order fulfillment Kestrel has concentrated on providing quality products. The reorganisation also saw an investment in tooling, which has been credited with helping to improve product consistency for the K16 and 605 ranges.
The brand also holds the BES6001 standard for responsible sourcing, has Kitemark KM 606759 and meets the ISO9001 and ISO14001 quality standards.