Customer Satisfaction Survey

‘Your most unhappy customers are your greatest source of learning’ Bill Gates 

Looking at the results of our previous Customer Surveys, the majority of our customers are happy to give us top marks. However, not everyone has the same experience therefore it is important for us to ask you regularly how well we are doing. 

 

From our last survey, you said that Good Communication and high levels of Customer Service were considered most important when working with a Company like Routeco, more important, in fact than the price of goods and our ability to deliver on time. 

 

Our mission statement refers to our goal of becoming a Partner of Choice to our customers, since the last survey we have focused on a number of actions to maintain and improve the service that we can offer to you:

• A lot of work has taken place in the development of our sales teams, through the introduction of robust recruitment processes and high levels of investment in technical and account management training.
• Work is in progress mapping the ‘customer journey’ identifying critical touch points to develop strategies to enhance your customer experience.
• Our Company Objectives have been re-launched to highlight our increased focus on customer loyalty and retention, all of our departmental and individual objectives will have a clear connection with these.
• Our customer issues/complaints process is currently being re-designed; to clearly define the lines of communication and expectations on resolutions to enable reporting/analysis of data to highlight trends and define actions for improvement.
• We recently invested and are currently implementing a new intranet to provide a more dynamic platform to communicate information across the business; this will enable updates on products, feedback, and technical information to be shared more effectively.

We will be conducting our next Customer Satisfaction survey mid-November and I really hope you will take the time to give us your views, a summary of the results will be communicated on our blog.  

I would like to thank you in advance for helping us with your feedback.

Clare Lundberg