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First of all, as ever, a big thank you to all of you who took the time to complete the survey (another record response this year) and a special thank you to those who took the trouble to add their comments.
This annual survey helps us to focus our attention on those activities where improvements are required and they also act as a major encouragement to the team where you express appreciation of their efforts.
The following results are shown in YOUR priority order as indicated in your replies.
Thus our customers’ number 1 priority was Quality of Film, number 2 Reliability of Deliveries, number
3 Helpfulness of our People, number 4 Value for Money etc.
| Dissatisfied Or very dissatisfied | Neither satisfied Or dissatisfied | Satisfied Or very satisfied | |||||
|---|---|---|---|---|---|---|---|
| 2015 | 2016 | 2015 | 2016 | 2015 | 2016 | ||
| 1 | Quality of film | 1% | Nil | 5% | 3% | 94% | 97% |
| 2 | Reliability of deliveries | 3% | Nil | 8% | 5% | 89% | 95% |
| 3 | Helpfulness of people | 3% | 1% | 5% | 7% | 92% | 92% |
| 4 | Value for money | 4% | 4% | 20% | 17% | 76% | 79% |
| 5 | Stock service | 4% | 1% | 12% | 3% | 84% | 96% |
| 6 | Complaint handling | 4% | Nil | 9% | 8% | 87% | 92% |
All these results are independently audited as part of our ISO 9001:2015 accreditation.
% of customers who would recommend National Flexile as a supplier
| 2012 | 2013 | 2014 | 2015 | 2016 |
|---|---|---|---|---|
| 100% | 97% | 98% | 98% | 99% |
Unfortunately we did not hit the 2012 100% but will continue to try.
Conclusions
These were our best results ever and much of the credit must go to the Customer Champions along with the improvements in Warehouse and Production. No one was dissatisfied at all with our Quality and Service which was another first. In addition our Value for Money rating showed a marked improvement. The conclusions we can draw from this survey are;
Quality of Film
This remains your number one priority and ours, everything else fails if quality is poor. Our current internal QA figures show 98.7% quality compliance. These figures reflect that performance.
Reliability of Deliveries
Here again we had no dissatisfied customers and once again this reflects our internal OTIF figures which for the final quarter of 2016 were nearly 100%
Helpfulness of our People
Some slight improvement here but it was gratifying to read your views on the various Customer Champions and the commercial team. They were all very well received.
Value for Money
It’s regrettable that we have 4% dissatisfied customers (none seriously dissatisfied) and that we rate below 80% satisfied and very satisfied. Part of this reflects the extra costs we invest into quality control, stock management, service, delivery and developing our people; we believe this avoids problems for customers, but please be assured we will continue to work on improvements in this area of value for money.
Stock Service
We were very pleased to see that the improvements made in this area were reflected in the survey. The more customer stock we hold the better to ensure 100% O.T.I.F.
Complaint Handling
Most respondents had ‘no comment’ but those that did were very satisfied with our response to any complaint at over 90%.
I reiterate my thanks for your help and we will continue to use this survey to identify weakness and drive for improvements in the way we work. Any suggestions you can make to help us to do this will always be welcomed.
Winners of the Prize Draw
Sorry we can’t have everyone in the prizes but
The case of fine wine:
Stephen Urquhart – Mackie’s at Taypack. Congratulations!!
We don’t have space for the list of ‘runners up’ but delivery of the 10 bottles of Moet Champagne to those 10 lucky people will be completed in January.
I take this opportunity to wish you and yours all the very best for a healthy, successful 2017.
Yours sincerely
Chairman