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
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