04 August 2008
How Do Our Customers Rate Our Performance?The competitive market in which we operate offers companies such as SDC and REMAS the opportunity to provide installations and maintenance at different prices and quality standards.
Our philosophy has always been to offer and provide a service standard that not only meets but exceeds customer expectations.
The word ‘service’ in this context means every part of our business, administration, sales, installation, service, even answering the incoming telephone calls. In short, everybody and every part of our business contribute to the way in which customers view our efficiency and the manner we handle them as customers.
Over the past 12 months key customers have completed our ‘Customer Service Survey Document’ and we are pleased and proud to say they are the best overall ratings we have ever received.
Customers are asked to rate the various steps that combine to provide our response and performance for the ‘Initial Enquiry to Acceptance’,‘Installation to Systems Handover’ and ‘Service Management and Response’, these are then summarised by the customer in an ‘Overall Rating’ and below is our customer views.
OVERALL RATING
Sales Service
Installation Service
Administration Service
After Sales Service
|
74%
74%
69%
80% |
The benchmark we set as ‘meeting customer expectations’ is 60% and therefore, the above clearly shows we are providing a ‘Better Than Expectation Service’