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Autumn 2008 saw the completion of the 3rd annual James Walker Customer Satisfaction Survey. Over 1100 customers around the world were surveyed by an independent research company.
Customers continue to be most satisfied with product related requirements (quality and performance) and the helpfulness and expertise 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, competitiveness of price and lead times. 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.
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 2009 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 or telephone Heather Grisedale (Customer Satisfaction Facilitator) +44 (0) 1900 898415
Click here to download a pdf of James Walker's Customer Satisfaction 2009 Feedback Report (520KB)
Customer Satisfaction Report Dutch pdf
Customer Satisfaction Report French pdf
Customer Satisfaction Report German pdf
Customer Satisfaction Report Italian pdf
Customer Satisfaction Report Norway pdf
Customer Satisfaction Report Spanish pdf
