The majority of customers gave the Group a 100% rating for overall customer experience. Top marks were also given for many important aspects of customer service such as ‘Technical Service’, ‘Speed we deliver correct goods,’ ‘Knowledge of area sales manager’ and ‘Pleasantness of staff.’
Marketing Manager Samantha Hill said “We were particularly delighted that the vast majority of customers gave us a score of 100% for the Group’s technical advice service, demonstrating the high level of expertise that we have through our 35-plus years in the industry and the many very experienced members of staff that we have on board. We have also invested millions in our innovation centre to ensure that we understand the science behind insulated glass, so the fact that our technical expertise is recognised by our customers is very reassuring. Many members of our team were also praised individually by customers in the comments sections of the survey.
“We have put a great deal of time and consideration into developing what we believe to be an excellent service, so we’re very pleased the recent results show our customers feel the same. Past surveys have been instrumental in helping to successfully develop our service, by both highlighting our strengths and areas for improvement. We have a Customer Relationship Management System in place which allows us to share information across our branches with the aim of offering a seamless service. We have also implemented a bar coding system to improve the accuracy of order processing, brought much of the manufacturing of products in-house to control quality, increased our warehouse space and purchased new racking to maximise storage capacity. We can now track our manufactured products from raw material through to delivery of finished goods. We have also increased the number of vehicles in our fleet to improve delivery times and reliability.
“Thermoseal Group has always viewed customers’ opinions as a vital consideration for future growth of the business so also includes a range of questions within its customer survey that help to gain an insight into some aspects of the warm edge market. Gaining insight is with the view of developing the Group’s highest performance, passive house approved Thermobar and Thermoflex Warm Edge Spacer ranges.
Thanks to everyone for taking the time to complete the survey. We welcome all the comments we have received which will help us to continually improve our service, and are delighted in the overall positive nature of the results. Thank you.”