Action speaks louder than words and when our customers speak, we take action!
‘Reliable’, ‘high quality’, ‘useful’ and ‘good value for money’ are the words and phrases that received the best responses within our 2018 Crowthorne Group Customer Satisfaction Survey.
A similar survey was conducted the previous year, in 2017, and the results received were good, but not great. We had been delighted that 81% of our customers who responded were likely to recommend us but wanted to know how we could improve on that percentage. After a year of self-evaluation, hard work and customer liaison we’re proud to announce that the figure has now risen to 91%. This percentage includes a much higher proportion of those that are ‘extremely likely’ and ‘very likely’ to use us, rather than simply being ‘somewhat likely’.
University of Birmingham illustrate how we’re doing our best to build long standing relationships with our customers. “The College of Medical and Dental Sciences at the University of Birmingham have been serviced by CHTS for the last 14 years. We have over 260 Class 1 and Class 2 Microbiological Safety Cabinets which are serviced twice per year with an annual KI. We also have CL3 facilities, again fully serviced and facilitated by CHTS for the last 14 years – including through two HSE inspections. The fact that we have not changed suppliers in all of these years, speaks volumes for the service CHTS provide. Their engineers are knowledgeable with the capabilities to develop strong relationships with their customers, their service is trustworthy, they are competitively priced and if emergencies arise they have very good response times. All in all, as a Technical Manager, working with CHTS makes my life a lot easier.”
Significant growth in overall customer satisfaction was also achieved throughout 2018. In 2017 it was disappointing to note that just 61% of customers were satisfied but in 2018 this figure rose to 86%! “Our teams took on board all of the feedback and comments that were given in 2017 and have been robust in their response. They are determined to make Crowthorne Group the best it can possibly be by supporting customers with world-class products and first-rate service. We have more to do and have made it our mission to further increase the levels of customer satisfaction achieved throughout 2019”, says Head of Sales, Frank Hackett.
Survey questions also asked customers about reliability, quality of service, value for money and responsiveness, all of which received an increased level of satisfaction from 2017 to 2018. In fact, throughout the series of questions asked, each and every one showed a positive change from one year to the next.
Last, but by no means least, we’d like to thank our customers for taking time out of their busy schedules to respond to our survey. Increasing the survey response rate by over 100% has given us more data on which to base our business strategy and develop our products and service for the good of all. It is reassuring to see that alongside the increased response rate is a rise in results across the board, implying that many more customers were kind enough to spare time to offer positive feedback.
We’re always looking to know what you think. Would you like to provide us with feedback on the products or service that you’ve received from Crowthorne? Alternatively, if you’d like to find out more about how Crowthorne could work with your business take a look at our website to discover more or make contact to discuss your requirements.