Customer satisfaction
Customer satisfaction is core to our overall mission. Because of this we regulary survey our customers to find out what they think of us, then we take action to improve any areas of weakness. For example, last year the survey revealed customers were unhappy with the length of time toner deliveries were taking. As a result of this we now operate a next day delivery service via courier, where orders are received in good time.
2008 customer survey results
Customers were asked to rate each area on a scale of 1-5. A score of 3 or above represented being satisfied, with scores of 1 or 2 being dissatisfied. Dissatisfied customers were contacted in order to try resolve their issues.
| satisfaction | |
| Equipment Satisfaction | 94.4% |
| Account manager’s understanding of organisation & requirements | 92.6% |
| Courtesy/appearance and helpfulness of Account manager | 94.1% |
| Dealing with queries | 94.3% |
| Speed to answer the phones | 98.4% |
| Helpfulness of call controller | 98.1% |
| Speed of service response | 95.8% |
| Speed of deliveries | 94.3% |
| Courtesy and appearance of engineer | 99.5% |
| Competency and helpfulness of engineer | 99.2% |
| Overall customer service | 98.1% |
| Value for money | 95.1% |
Achieving customer satisfaction is a key part of our mission statement