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Customer experience

Supporting our customers and their businesses by focusing on how we serve them.

Our customers around the world are involved in some amazing projects. To allow them to operate as efficiently as possible, we understand that the service we provide must be exceptional. Whether that relates to the products we manufacture or the speed of our response times, we are committed to continuous improvement to ensure that our entire customer experience is top quality.

Our customer survey

The 2022 James Walker Customer Satisfaction Survey involved 374 customers chosen at random from all industries and all parts of the globe. The survey was conducted by independent research company, TLF Research©, via telephone interviews (in seven languages), customers scored a list of 25 requirements to indicate how satisfied they were with our performance.

Our highest satisfaction scores amongst the 25 questions we asked. 'Product quality', 'Product performance', and 'Helpfulness of staff' are particularly seen as core to our activities. At an overall level, our Customer Satisfaction Index has reached 82% this year, allowing James Walker to sit one small step away from the Top Quartile of the manufacturing companies*.

The 2022 results tell us that problem handling, communication and lead times are areas where James Walker still needs to improve. Investment and training will be targeted at these areas to ensure we are consistently meeting (and aiming to exceed) our customers’ expectations.

We welcome your comments and feedback at any time, not just during the survey. Please send any comments to David Larcher, Head of Customer Experience at James Walker Group.

* Source: TLF Research©, based on surveys of 200 businesses.


CSAT 2022

View the report

Tell us what you think

If you feedback or would like to discuss any aspect of Customer Experience, we would love to hear from you. Contact us via our online form, selecting 'General/customer service' from the drop down menu.

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