Taking Customer Satisfaction Seriously
UPVC building products Kestrel has recently invested in a significant customer satisfaction survey to make sure it’s on track to deliver what its customers want and need for 2012 and the results are in! Scott Sinclair, Production Services Manager explains the results: “Almost all of the respondents said that they were satisfied with Kestrel overall.
“Customer service and product quality scored particularly well with 91% of customers rating our service as good or very good and over two thirds of respondents reporting that our product quality was above average. In these competitive times, value for money is particularly important to everyone so it’s also great to see that nearly 90% of our customers were satisfied with our pricing.
“Kestrel conducted the research because we want to know what we’ve done well and perhaps more importantly, what we haven’t done well in 2011 so we can provide an even better product and service for customers this year. We know the areas that are important to our customers, such as customer service, delivery and product quality, but we wanted to make sure our customers had the opportunity to have their say on these areas of our business, so that we continue to deliver what they want and need, not just what we think they want and need.
“We are thrilled with the results of the customer satisfaction survey but we won’t be resting on our laurels. Kestrel is committed to continuous improvement and understands there are areas we can improve. We will be using this research as a basis for further improvements throughout the year because we know that being one of the market-leading UPVCbuilding product suppliers, we have a responsibility to consistently deliver a great product backed up by an excellent service.”