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 are with our performance.
Overall, satisfaction has increased for 20 out of 25 requirements scored. The largest improvement being seen for proactivity in cost reduction and, meantime, our quality insurance regimes have been strongly voted in by our customers.
At an overall level our Customer Satisfaction Index has increased from 83.2% in 2016 to 84.1% this year, allowing James Walker to sit in the Top Quartile of the manufacturing companies*.
Areas for improvement
The 2018 results tell us that the way we handle problems, lead time and communication represent areas where James Walker needs to improve. Further investment and training will continue to be targeted at these areas to ensure we are consistently meeting (and aiming to exceed) our customers’ expectations.
Whilst we recognise that our companies have some common priorities, each James Walker business must focus on serving its own customers and meeting local market priorities. To this end, each of our businesses will have its own specific plan for improvement based on the responses of its own customers to the annual survey and on-going satisfaction monitoring.
* Source: TLF Research, based on 250+ surveys
Click on the link below to view our customer satisfaction survey report.