We have just received the results of our Engineering Services customer survey for 2009 and the first point is to thank all of our customers that took part in the survey, giving us some very valuable feedback.
The great news is that our overall satisfaction score increased to 79.3%, the highest level in the 7 years we have been doing the survey.
Despite the economic difficulties during last year we invested in company wide customer service training and a number of other service improvement initiatives that have contributed to the improvements we made. 140 customers were surveyed earlier this year and rated our performance against 20 key factors affecting customer services.
The areas we are most highly rated for include:
- Professionalism
- The expertise and experience of our staff
- Achieving agreed objectives
- Safety performance and guidance on regulations
- The range of skills we offer
Doing best what matters most - the scores for one of our groups
The areas where we had the biggest improvements were in the availability of personnel, our flexibility and keeping to budgets - all areas we concentrated on in the customer service training.
While we are very pleased with the results from last year we are also determined to do even better next year. We are planning more customer focussed training in 2010 and each of our delivery groups has developed a customer service improvement plan, based on the specific feedback they received from the survey.