customer satisfaction survey 2012 - ks distribution...
TRANSCRIPT
Customer Satisfaction IndexTM League Table
Customer SatisfactionSurvey 2012
James Walker Group understands that it is vital to provide its customers with first class products matched with first class
service. We operate in a competitive marketplace and we want you, our customers, to choose us as a supplier because
we are the best.
In 2006 we engaged an independent agency, The Leadership Factor, to conduct our first customer satisfaction survey. The
feedback we gathered was extremely useful and gave us a deeper understanding of our performance as experienced by
our customers. We have surveyed customers annually since then.
Who took part in the survey?
The 2012 survey covered 22 of our businesses and involved interviewing customers around the
world. In total, nearly 1,000 customers participated. We made sure all types of customers took
part regardless of location and sector.
We would like to thank all our customers who took time to speak to The Leadership Factor. In accordance
with the agency’s recommendations, customers were selected at random to take part. If you were not
approached on this occasion, we hope you will still be interested in the findings.
2012: 81.14%
50% 60% 70% 80% 90% 100%
2011: 79.48%
201281.14%
The aim of the survey
The aim of the survey was to help us understand what is important to you, what affects you and how
well we perform. We wanted to know where we should make changes in order to be a better supplier.
Overall, how well do we perform?
Every year, The Leadership Factor manages hundreds of customer satisfaction projects on
behalf of clients. For each client company, it generates a Customer Satisfaction Index™.
The index is calculated by taking into account what is important to customers and how well it
satisfies those requirements. Because of the large number of surveys it conducts, The Leadership
Factor is able to compare James Walker Group’s performance with that of other businesses.
In 2012, we are pleased to report that our Customer Satisfaction IndexTM is 81.14%. In 2011, our
Index was 79.48%. This improvement tells us our customers are more satisfied with us. This has
pleased us greatly as we have been working hard to make a difference. Our aim is to keep on
improving year on year.
nearly
customers took part
covered
of our businesses22
1000
Looking at specifics, how well do we perform?
Customers taking part in the survey are asked to score, and
make comments, on a range of specific areas that we know are
important to customers. Approaching the survey in this way helps
us get under the skin of how our customers feel about us, and
why they feel this way. The comments also help us formulate our
action plans.
The latest results tell us that customers are most satisfied with
our staff, our ordering process and our products. Compared with
2011, we can report that customers are more satisfied with every
aspect of our performance. The most notable improvements are
for ‘Quotation’ and ‘Provision of information on delivery’.
What do we do next?
Your scores and comments play a key part in informing our
business decisions. Whilst our results have improved, and our
customers are more satisfied, there are some areas where we still
need to make changes. These are all areas which our customers
have said are particularly important to them:
Satisfaction Scores
“ Their service is as good as there is. They are honest and trustworthy. They aren’t just there to sell to us and they are willing to work with us in order to help us grow our business.”
Product QualityKeeping promises and commitments
Product performanceHonesty/openness when things go wrong
Reacting to emergency situationsReliability of delivery
Responsiveness of staffIntegrity of supplier
Expertise of staffHelpfulness of staff
Clear points of contactComplaint handling
Provision of information on order deliveryQuality assurance regimes, for example ISO 9001
Understanding your business needsValue for money
QuotationLead time
Clarity of pricingEase of ordering
Competitiveness of priceDeveloping a relationship
Pro-activity in cost reductionRange of products
5 6 7 8 9 10
8.51
8.12
8.51
8.28
8.02
7.82
8.36
8.47
8.41
8.63
8.62
7.90
7.75
8.48
8.22
7.38
8.19
7.29
8.28
8.55
7.01
8.08
6.64
8.26
What action are we taking?
Every business is responding to the survey to understand the
actions that directly affect you. If you made comments, we will
follow up to understand your requirements.
Making changes is not always quick or easy. In practice this
means that some of the areas we identified as priorities for
improvement last year still require attention.
Every manufacturing and distribution company will develop
action plans to address the priorities for the James Walker
Group and local priorities. Some of these actions will be an
extension of existing plans. However, there are businesses
where we will be intensifying the focus on the experience you
have when dealing with James Walker.
Reliability of delivery
Keeping promises and commitments
Lead time Complaint handling
Oil & Gas customer
Registered Office:Lion House
Oriental RoadWoking, Surrey
GU22 8APEngland
Reg. No.176600 England© James Walker 2012
Six years ago, when we embarked on our project to improve customer satisfaction, we knew we were engaging in a long-term
project to achieve customer service excellence.
We have achieved our highest rating ever this year, but have not reached our goal.
The common priorities above are the areas that all employees in our business units will be focussing on for improvement. Some
companies are adding additional areas as a priority to ensure top levels of satisfaction.
We believed that, based on your comments, we were concentrating on the right areas. For these reasons, we are very pleased that
your satisfaction is improving. We have more to do but the survey has confirmed that we are on the right lines.
Your feedback really matters to us and plays a very important part in our planning. I cannot overstate the value of your comments to
everyone in the James Walker Group.
As a business we would like to thank our customers who took the time to support this process.
Peter NeedhamChairman and Chief Executive
Have your say
On this occasion you may not have been approached to take part in
the survey but you can still play an important role in helping us improve
our service levels to you. If you have any feedback or comments on our
products or services, we would appreciate it if you would share your
views with us.
Please contact Heather Grisedale on:
Tel: +44 (0) 1900 898415
Email: [email protected]
The common priorities for improvement are:
Reliability of delivery
We know that in order for you to run your business efficiently
you need to know when your order is going to be delivered.
We need to advise you of delivery dates and adhere to these.
We also need to notify you of any changes or delays as soon
as we know.
Keeping promises and commitments
You expect us to honour any promises and commitments we
make to you. This means calling you back when we say we
will, delivering your order within the timescale we give you and
ensuring our products meet your specifications.
Lead time
We are working hard to reduce lead times in accordance
with customers’ expectations by refining processes and
procedures within our businesses and continuing to invest in
new machinery and technology.
Complaint handling
Unfortunately, sometimes things do go wrong. When this
happens you expect us to deal with problems efficiently
and effectively so your problem is resolved and the effects
are minimised. To do this, we must ensure we have the
right people in the right places dealing with your issues and
ensuring we have the right processes in place to support
them.