A business like GRP Designs relies on 'word of mouth' for the majority of their business. This is why customer satisfaction is very important to us. After every installation all our customers have the opportunity to complete a customer satisfaction survey.
Apart from providing an opportunity to inform us where we have done well, or what we need to improve upon, each customer grades our work in 6 different categories. The scores are maked out of 4, and the results are totalled every month and analysed to determine any potential performance problems.
Finally, the each customer answers the 'crunch question', where the customer tells us whether or not they would recommend our work to someone else.
The average scores for the last three years are shown below:
Scoring System
1 = Poor
2 = Average
3 = Good
4 = Excellent
|
Category |
Max Score |
2006 |
2007 |
2008 | 2009 |
| Customer Service | 4 | 3.5 | 3.4 | 3.3 | 3.0 |
| Techncial Backup | 4 | 3.4 | 3.5 | 3.4 | 3.3 |
| Quality of Product | 4 | 3.8 | 3.6 | 3.6 | 3.6 |
| Quality of Installation | 4 | 3.7 | 3.6 | 3.7 | 3.6 |
| Delivery & Responsiveness | 4 | 3.2 | 3.2 | 3.0 | 2.9 |
| Value for Money | 4 | 3.4 | 3.3 | 3.3 | 3.3 |
| % of customers who would recommend us to someone else | 100% | 94% | 97% | 96% | 92% |
DIY Windows and Doors
