Customer Satisfaction 2007
Feedback Report

Survey highlights satisfaction levels
Following on from our 1st Customer Satisfaction Survey, in 2006, a second survey was conducted in 2007. This time we extended the geographical scope of the survey to recognise the global nature of our business and completed a World-wide survey of customers.
Over 1000 customers were surveyed by an independent research company. The results indicate that customers continue to be most satisfied with our products (the three highest scores relating to quality, consistency and performance) and the helpfulness of our staff. This is very encouraging as we take great pride in our capacity to develop, manufacture and supply products that meet the most demanding standards.

However, customers are least satisfied with our pro-activity in cost reduction and competitiveness of price. James Walker clearly operates in the same competitive markets as our customers and understands that our products and services must be commercially competitive and offer great value in service. The survey results tell us that we do not always
"convince" our customers of the value and benefits of our products and perhaps that in certain markets, we need to reconsider our approach.

After the 2006 survey, we committed ourselves to improving in a number of key areas and we are pleased to note that our performance in 'reacting to emergency situations' and 'complaint handling' has progressed since that time.

On the service side, opportunities and priorities for improvement (PFIs) were identified. Measures already in hand to address these priorities include investment in new capital equipment, IT and Business Systems and sharing stock holding information across national boundaries to allow us to quickly source parts. The PFIs that were identified for each individual company are being continually worked on and improved and the ideas will be shared globally via our Customer Service Task Force.

The survey will be repeated globally in Autumn 2008 to gauge the levels of improvement that customers experience but we welcome comments at any time, not just during the survey. Please send any such comments to - customersatisfaction@jameswalker.biz


Click here to download a pdf of James Walker's Customer Satisfaction 2007 Feedback Report (520KB) 

Customer Satisfaction Report Dutch pdf (524KB)
Customer Satisfaction Report French pdf (542KB)
Customer Satisfaction Report German pdf (529KB)
Customer Satisfaction Report Italian pdf (537KB)
Customer Satisfaction Report Norway pdf (390KB)
Customer Satisfaction Report Spanish pdf (540KB)