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Survey highlights increase in satisfaction levels
Spring 2010 saw the completion of the 4th annual James Walker Customer Satisfaction Survey. Over 850 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 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.
Overall, customer satisfaction has increased for all of the requirements scored, 14 of these improvements are statistically significant. Encouragingly, the greatest increase in satisfaction is for provision of information on order delivery (which was a Priority for Improvement (PFI) in our last survey).
Areas for improvement:
We need to focus on keeping our promises and commitments, providing information on order delivery and being honest and open with you when things do not go quite to plan. We also need to make sure if problems do arise we manage them effectively. We have been working hard to improve our performance in these areas but clearly we can improve further.
What action are we taking?
• Our survey work has been used to create summary reports for each of our businesses, these reports and all associated
customer comments, are being used to inform our staff and allow them to develop, refine and update our customer satisfaction Action Plans.
• Each James Walker business provides their customers with a copy of the overall James Walker Group Customer Satisfaction report. In addition, they will supply information on local projects, initiatives and investments being put in place to address the priorities identified by their customers.
• We recognise that our companies have some common priorities but believe that each James Walker Company must focus on serving its own customers to meet their local market priorities
The PFIs that are 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.
We welcome your comments and feedback 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
