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Customer Survey Results 2023
To us, customer success is...
- Being able to illustrate how different products and services can contribute to the success and satisfaction of customers, in various aspects of their lives or businesses.
- Anticipating customer challenges whilst proactively providing solutions, and creating a relationship-focussed customer success strategy, ensuring every effort is made to keep our customers smiling.
- The customer success stories that have played a crucial role in helping us to build the trust and credibility we have today.
- Having customers who take the time to provide their honest opinions (they really do matter!)
We genuinely want to know what our customers think about our products and what their thoughts are on the services we provide. That's why, every year we ask our customers to give us their feedback in the form of a customer survey.
We appreciate the time taken to complete the survey, including all the feedback we have received. Any areas where it has been suggested we could improve are already being reviewed, so once again, thank you for your honesty!
As a thanks for completing our annual customer survey, we offer a prize draw.
Congratulations to this years winners!
- Tibisai Mendez was the winner of a case of fine wines.
- Sam Campbell and Chris Morris each won a Magnum of Champagne.
Below are the comments we received showing what our customers thought about the performance of our business and people throughout the year.
If there is anything you would like to add or suggest, please do let us know : )
Your Customer Champions do a great job
Overall performance is good
Fantastic company to deal with thank you!
We have had longer lead times in recent months and are in the process of moving over to the stock supply option to reduce the waiting period which has been straightforward to set up.
Overall very, very good service
NF are a great supplier to us. We faced communication & delivery issues earlier in the year but have since overcome this.
very happy with the service we receive
Good service
Very happy with all aspects, the team are also extremely helpful
Brad Smith has been a good person to work with
Your technical and sales team helped us through our transition to recyclable film, and the issues we had with our initial set up and running.
National flexible have also was been very helpful to help us achieve our goal
Fantastic
reliable service, longstanding relationship and never let us down
Great Team, always really helpful and responsive no matter what the query
Your dedication and care for us as your customer is evident in the quality and service that you provide to us.
Another great year, thankyou again to Sam, top notch service as always
Very pleased with this year's stock
Good service, lead times can be quite long on new lines
you provide a great service
A very professional outfit that does exactly what is says on the tin!
no SNC (supplier none-conformance) for 2023
Great company to deal with, Sam is very helpful
National Flex worked every time with us in finding right spec film according to our projects. Dealt with the complaints head on and credited instantly without fuss. Really happy with pricing and customer care service provided. Special thanks to Joshua Pratt .
A supplier we can count-on
First class supplier
Joanne who is our point of contact at National Flexible has been a total professional since she started looking after our account. Nothing is too much bother for her and would have to say that she is a credit to your company.
Samantha has been very helpful with data and responsive to all queries .
Good quality customer service along with a good service level. NO concerns so far
good nice team to work with
Generally very good service and quality
I'm very happy with the performance of National Flexibles across all areas. Suzy is a joy to work with and always happy to help us with any queries we have whether that be a new product or an urgent delivery. There are very little NCR's but when there are, they are ironed out quickly and efficiently.
Overall I find the service excellent (I wish all my suppliers could perform as well), my only slight criticism is we sometimes find ourselves with aged stock that occasionally we can't take. But, that's a minor challenge. Our customer contact (Sam Wood) is brilliant in dealing with our account, she gives me confidence in being able to rely on a good customer service from National Flexible.
Really helpful and friendly staff who are always happy to help
Wonderful
Always appreciate the service from NF, good service and enjoyed the courses. Especially thankful to Jo Church who's our fantastic customer champion.
the team are great and very response sometimes to helpful :)
expereicened issues with first production pouch quality. Account manager has been responsive and helpful in dealing with the quality issues
excellent speed and quality of service whenever we have an issue, Simon Waite will always do everything he can to assist, and quickly.
Really good supplier to use, communication is always good, regular stock sheets sent. overall a really good supplier towork with.
National Flexible have been a important supplier over the last several years and were very helpful when we wanted to switch to a recyclable film. Our customer champion Alessio has been great to work with and when urgent requirements are needed he is very helpful.
Very reliable & customer service is great, Simon is always extremely helpful whenever any issues arise, communication is good & non conformances are dealt with quickly & efficiently.
Good reliable supplier, who likes to work together
Very Good
Excelent service, always polite, helpful , response to any request is really good time line is excellent
Very good service and communication
Lead times are higher than other suppliers.
Happy overall with Natfex as a supplier and problems are minimal
hard to rate most of these things given my role in New pkg development but happy with the customer service level of Simon
As always, year on year faultless service and quality. Great customer service from all the team, especially Simon Waite, thanks for always responding quick and positively. Appreciate you.
Very good all round
I believe more can be done to support the business with innovative ideas, sustainability, order practices etc. More could be done with external vendors in order to support customers.
Please help push our suppliers to move to recyclable films
Great company to deal with, go over and above to help.
Fantastic!! In the short time I have been Working with yourselves I have had nothing but positive experiences. Mainly driven by Robyn and the rest of the sales team. I Couldn't be happier with the level of service you provide.
I have and will continue to enjoy working alongside National Flexible. Their sustainability updates are inspiring, and helps us to have a look at what more we could do too.
Excellent service and communication
Excellent level of customer service
excellent; only request would be striped down, simpler more regular communications about packaging in general and trends etc.
Excellent
Very good customer service and helpful with challenging film projects
Sam is fantastic and always goes above and beyond to help us. We have had some issues this year with the perforation in our film, Sam's been a great help in getting a resolution and has always given us 5* service.
brilliant
Excellent - very good relationship with Elliot and Ben - very good advice and support over the years.
keep up the good work
Nat Flex and the people that present the business are fantastic, considering our demanding needs natflex always/just pull it out the bag. Big thankyou to Samantha Wood, always on the ball, a right iron maiden. Brilliant quality of product. Unless disaster strikes, always deliver on time. Reassuring that natflex are all about green planet.
great service
We've had lots of ups and downs during this year but Elliot was always there to hear our feedback, provide alternatives and help us out. I believe that our relationship with him and NatFlex in general improved and i'm looking forward to even better results next year.
Good
It would be useful if the delivery paperwork could always be sent automatically on dispatch, this would save us requesting a copy. Alessio is very efficient, he always provides regular updates on our stock status and is a pleasure to work with.
Samantha Wood is just amazing, wonderful customer service
Excellent no issues
Can't fault your service or performance.
we have had some issues in the past which seem to have been addressed, and we have had no issues with our recent service and deliveries.
Elliot is always prompt with responses and helping with any issues we may have
Could be more customer focussed. I have to chase deliveries and am not told when something is late
Fantastic so far, we will continue to build the relationship and have a successful future
Once again Natflex have been one of our top performing suppliers, and the team, including our account Manager, Simon W, support and assist at all times to ensure our business needs are met. Thankyou once again - good job well done!!
Reliable supplier with excellent customer service performing at continuous high level
Stable and Helpful supplier
great service, helpful staff, not had any issues to complain about, but sure that Joanne would be able to resolve them satisfactorily if they did arise.
Normal high levels of service, with a couple of challenges with NPD.
Good performance overall. only issue I am aware of is the delivery notes not being passed across to our team. I believe this has now been resolved.
Extremely helpful and accommodating- Dale is great to work with and very knowledgeable.
In the short time I have worked with National Flexible, I have found you very helpful
Reliable and consistent
We are regularly updated on the progress of the printing of our film and informed of expected ETA. The customer service has been excellent. They have been very flexible for us when we have placed urgent order requests and have had great comments from our production team about the quality of the film.
Open and honest service, you don't over promise. Friendly team and a great stock service
Superb company to deal. Simon is always available should we need him and is an asset to your company.
film perfection
very good communication, very helpful for the pricing, good quality film, haven't had issues for deliveries.
Providing ESG related data going forward about the suppliers National Flexibles partners with for the supply of films
National Flexible are a great supplier to work with - nothing is ever too much trouble and the team are a great group of people. The recent Tech Training Workshop we attended was brilliant - very well run and very informative!
Satisfactory to Good
Kim Hartley genuinely takes all my worries away. She is like having another member of the team and always watches out for us.
You have recently started supplying us again and we had major issues with the film when we moved over to it but Kim and Scott did everything in their power to keep us running at our busiest time of year with an interim film until we can put the issues right with the original. Very pleased with the servive
Great team, responsive under pressure. Kim, Scott and Dave very helpful, you can keep them for a while longer.
National flexible have been fantastic partners for Gousto. You share the same values as ourselves, & always put the customer first. Kim Hartley is one of the most impressive professionals I have worked with. She is always there to support & is someone I always enjoy speaking with.
Excellent service all 'round - will engage more for packaging audits to help improve sustainability