Routeco's 2015 customer survey results

One of Routeco's  strategic objectives is to be Our Customers' First Choice, and there are a number of ways in which we can assess if we are reaching this objective; e.g. our customer retention figures, , sales growth or by simply asking our customers what they think of us and the service levels that we provide.

Therefore every year in November we conduct a Customer Survey, and as a result of that survey we put together an internal report of the findings and an action plan to make improvements to our service year on year.

In summary:

·         The Routeco Group score for Customer Satisfaction is 7.8 and we have continued to see consistent and positive results from the 2015 survey

·         Across the 17 questions asked, in the UK there is little variance between the scores from 2014 and 2015, with the majority of scores showing an increase in satisfaction.

·         Across all Countries, Accuracy of goods received was most important to you!

·         In the UK we have seen another increase in our Net Promoter Score, (how likely it is that the customer will recommend Routeco to an associate). In 2011 our NPS was 38% in 2015 it is 68%!   

·        More of our customers in the Netherlands perceive us as Partner of Choice, however appear to have higher expectations as regards the service levels. 

·         In the UK the majority of customer see us as a Key Supplier and in Austria a Solutions Provider.  

·         The satisfaction gaps that we have worked hard to improve in the UK, are also issues for Austria and the Netherlands, therefore, by sharing and implementing these actions across the group, we should see this gap decreasing in future years.

The focus for improvement continues to be across these four areas:  

·         Improving our ability to deliver to customer requested delivery dates

·         Develop and communicate our issues handling process, improving our customer service

·         Improve Proactive Communication, keeping  our customers informed about changes to their order

·         Maintain our accuracy levels as this is most important to all of our customers across the group.

During 2016 we will focus on these and other initiatives across the group to continually strive for year on year improvements in our service levels.

As you well know, requests to complete customer surveys is common place now with many companies seeking feedback at every opportunity, so although we don’t get a huge response rate, it is testament to the great relationship we have with our customers that many of you have taken the time to complete the survey and give us your comments; so on behalf of Routeco, thank you to everyone who took the time to provide us with very valuable feedback!  

Clare Lundberg
HR and Customer Experience Director