Customer Satisfaction Survey 05

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The North of England’s leading and fastest growing glass supplier

100% of our customers said they would recommend us to others!!

In spring 2005, Clayton Glass conducted a Customer Satisfaction Survey. Following on from the previous survey conducted back in 2003, changes to the business were implemented and the most pleasing aspect of these changes has been in relation to service levels. Given the capacity Clayton Glass have as a manufacturer, industry-leading levels of on time in full have been achieved, and a capable, experienced and knowledgeable Customer Service team has been developed. As a testament to this 90% of customers in this survey said that on time in full was excellent or good, whilst every customer said that they had or would recommend us to others.

It is especially pleasing to note that the few areas in which Clayton Glass were distinctly average last time round are the ones which have demonstrated the biggest improvements. A key feature of the survey is a comparison against the same questions back in 2003. In particular, the areas surrounding the accessibility and speed of response of staff have improved tremendously. This has been achieved by setting up a dedicated Customer Services function, complete with departmental manager and direct dial number.

Specific questions were directed to existing customers who participated in 2003, to find if comments had been noted and acted upon. 65% said product quality had improved, 65% said on time in full had improved slightly and 70% said Customer Service had improved considerably. Other questions were aimed at new customers to find if Clayton Glass had lived up to their expectations. Most rated on time in full delivery performance, quality of product and customer service excellent or good. 50% of these customers said we were much better than previous suppliers.

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