Last November, we invited customers to complete a Customer Care Survey. Here’s what we discovered…
It’s always been our philosophy as a company to take a regular, critical look at ourselves and our business and there’s no better way to do this than to ask the people who know us best – our customers – exactly what they think of us.
So, every year, we distribute a Customer Care Survey and for every completed survey we donate £5 to charity. (Last year, through our association with Promise Dreams, we were able to ‘make a promise and deliver a dream’ to a determined young lady called Olivia. You can read Olivia’s moving story here. )
It’s great to be able to help out and the feedback we get from our customers via the survey is massively important to us.
We’d like to take this opportunity to share the results of the 2015 survey with you – warts and all – so you can see for yourself that we’re listening to you and acting on your input. Here goes…
Q: Are you satisfied with the way our service desk staff handle your service requests when you call?
We’re delighted to report that, for the ninth consecutive year, our customers have rewarded us with a 100% ‘yes’ response. Hats off to team: they’re going all out this year to make it a perfect ‘ten’.
Q: Do we respond quickly enough to your service requests?
We suffered a couple of blips in this category in recent years so it’s a pleasure to report that for the second year running the response to this question was 100% positive!
Q: Are you satisfied with the quality of products sold through the machines?
We slipped a point this year, so we’ll be looking into why that’s happened. Rest assured, we don’t offer anything for sale in our machines that we wouldn’t buy for ourselves.
Q: Overall, are we giving you a level of service to your entire satisfaction?
This was a cause for concern after last year’s survey, which told us that only 95% of respondents were entirely satisfied with our service. This time around we’re happy to tell you that we scored 98%. We’ll be looking for a further improvement this year.
Q: Do our sales staff contact you frequently enough?
We’re up two to 97% compared with last year’s return. It’s tricky to get the balance right and there’s a thin line between keeping customers up to speed and taking too much of their time. We try hard not to cross that line!
Q: If asked by a colleague, would you recommend us?
This really is The Big Question. Many of our customers have been with us for years and the fact that a great deal of our new business comes to us by referral is, we’re sure, no coincidence. So, it’s with a great deal of pride and pleasure that we can report that 100% of those who completed our survey said yes, they would recommend us.
On behalf of everybody at Coinadrink, thank-you for such an overwhelming vote of confidence and rest assured that we won’t be resting on our laurels any time soon. Somebody once wrote: ‘amateurs work until they get it right; professionals work until they can’t get it wrong.’ That just about sums-up our mission.