skip to main content
First of all, as ever, many thanks to all of you who took time to complete the survey, whilst the response was not quite at last year’s record level, it came very close.
Please be assured we take every reply seriously and the Area Sales Managers/Customer Champions consider each one in their area with the Management Team. Ideally, we are aiming for very satisfied 100% in all activities. Until this is achieved there will be no letup in our efforts.
WE DID IT 100% !
100% of all the customers who responded said they would recommend National Flexible as a film supplier.
We are very appreciative of your support.
Previous year’s results
|
% of Customers Who Would Recommend National Flexible as a Supplier |
||||
|
2013 |
2014 |
2015 |
2016 |
2017 |
|
97% |
98% |
98% |
99% |
100% |
The following table is in the priority order you chose.
|
|
Customer Priority (in numerical order) |
Very Dissatisfied or Dissatisfied |
Neither Satisfied or Dissatisfied |
Satisfied or Very Satisfied |
|||
|
|
|
2016 |
2017 |
2016 |
2017 |
2016 |
2017 |
|
1. |
Quality of Film |
NIL |
NIL |
3% |
2% |
97% |
98% |
|
2. |
Reliability of Delivery |
NIL |
1% |
5% |
7% |
95% |
92% |
|
3. |
Helpfulness of Sales Team |
1% |
NIL |
7% |
6% |
92% |
94% |
|
4. |
Value for Money |
4% |
NIL |
17% |
14% |
79% |
86% |
|
5. |
Full Stock Service |
1% |
2% |
3% |
4% |
96% |
94% |
|
6. |
Response to Complaints |
NIL |
1% |
8% |
9% |
87% |
90% |
NB all these figures are independently audited as part of our ISO 9001: 2015 accreditation
Conclusions
These results suggest that we have made progress in the perception of our customers in 3 key areas i.e. Quality of Film, Helpfulness of our People and Value for Money. We appear to have lost some ground on Reliability of Delivery and our Full Stock Service (see notes).
What they fail to show is the improvements we have made in moving your opinions from Satisfied to Very Satisfied. These were particularly marked in Helpfulness of Our People which had 78% Very Satisfied and 16% Satisfied.
Individual areas are as follows.
Quality of Film
This remains your No 1 priority, as it is ours as without consistent high quality all else fails. In these circumstances it is satisfying for the second year running we had NIL Dissatisfied/Very Dissatisfied.
Reliability of Deliveries
Although we had some ‘slippage’ here with a reduction in the overall figures for Satisfied/Very Satisfied, perversely we had 65% Very Satisfied, our highest ever. From Jan1, 2018 we will Guarantee 100% delivery on time in full to all customers using our SRS system, should we fail we will rebate 20% of the value of the order.
Helpfulness of Our People
Our best result yet and thank you to all those who gave their opinions on the CCs.
Value for Money
Another best ever result with no respondent being Dissatisfied/Very Dissatisfied. We obviously have lots more work to do to get the 14% reduced but we are trying and we are moving in the right direction.
Full Stock Service
A few ‘glitches’ here, with some improvement required. However, we believe the proposal for 2018 to guarantee 100% of deliveries O.T.I.F. or rebate 20% of the value on any late orders will concentrate the mind.
Complaint Handling
Some Dissatisfaction here which is a pity after last year’s clean sheet, but overall some improvement which we will endeavour to maintain in 2018.
Once again many thanks for your contribution. Your Customer Champion and/or Area Sales Manager will discuss with you your individual response.
WINNER OF THE PRIZE DRAW
Case of fine wine to:- Darryl Collinson of Farmhouse Biscuits
I take the opportunity to wish you and yours a healthy and successful 2018.