Customer satisfaction survey results
Smiley Monroe share the results of their recent customer satisfaction survey
Conducted annually in line with their ISO 9001:2008 Quality Management System, Smiley Monroe 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, a company needs to know how well they're doing. To find out what customers think is important, what they want and where a company needs to improve product lines, service and marketing.
Smiley Monroe asked their customers to rate them, ranging from excellent to poor, in the following areas:
- Technical knowledge of staff
- Clarity of paperwork
- Helpfulness of staff
- Ability to problem solve
- Helpfulness of product datasheets
- Standard of labelling/packaging of delivered goods
- Level of product innovation as a company
- Usefulness of new website
- What is the customers’ overall experience of dealing with Smiley Monroe.
92% of respondents described their overall experience of dealing with Smiley Monroe as either good or excellent.
A surprising number, however, responded 'Don't Know' when asked about the 'Helpfulness of product datasheets' (22% of respondents) and the 'Usefulness of new website' (44% of respondents). Smiley Monroe have decided to communicate with their customers more regularly in 2012, giving them reasons to visit the website and highlighting the kind of support they currently provide there and what asking customers what they would like to see.
Customer levels of satisfaction help Smiley Monroe assign training and take corrective action. They have looked closely at what customers have told them, including any comments you made in the survey's 'Other comments' box.
In those areas where customers scored Smiley Monroe 'Fair' (6% overall) or 'Poor' (1% overall), they will follow up with customers directly over the next few weeks to discuss the actions they've already taken or are planning to take to improve the service.
The next annual survey will take place in October 2012.
