Pasquill scores high in latest customer satisfaction survey
The results are in for our latest customer satisfaction survey and at Pasquill we are pleased to have continued to excel, receiving positive feedback and high scores.
Conducted independently by TLF Research, the annual survey interviews 200 of our customers and helps to provide a clear understanding of what their priorities are. The results help us to recognise how we’re performing and if we’re meeting the expectations of our customers and our own high expectations.
Rising satisfaction score
Following the strong results the year before, the satisfaction index score continues to increase, rising from 88% to 89% this year. This is a fantastic achievement, and Pasquill now holds an even higher position in the top quartile of the TLF Customer Satisfaction Index league table – which consists of over 1,400 companies.
When looking at what customers are satisfied with, Pasquill once again performed well, with high ratings for meeting your health & safety needs (9.4 out of 10), meeting your environmental requirements (9.4), accuracy of invoicing (9.4) and effectiveness of technical advice (9.1).
All these results were improvements compared to the year before, showing how our customers were more satisfied this time round.
What’s important to our customers
The survey also helps us to understand what’s important to our customers, and how they rate us on these areas. Respondents rated us highly for product quality (9.2), which is hugely important to us, experience with main contact (9.2), on time deliveries (9.0) and ease of contacting main contact (9.0).
Throughout the year we have worked tirelessly to ensure the delivery of our products meets the needs of our customer, which includes introducing a new text messaging service for our customers. This new service updates customers on delivery times, helping to keep them more informed and up to date with the latest delivery information for their project.
When asked how Pasquill could make your job easier, one customer commented:
“I don’t think they can, unless they did my job, they provide everything all I do is raise the order and I don’t worry about it after that.”
Communication is key
When it comes to communication, the survey respondents rated us with a score of 8.8 for levels of communication with Pasquill and 8.7 for responsiveness to queries. Both scores highlight the dedication from all the team, who ensure customers get the attention required, in a timely manner.
We pride ourselves on our products and the service we can provide to our customers, which is shown in the score for availability of products when ordered (8.8) and on time full deliveries (9.0).
Managing Director of Pasquill, Ross Baxter, said: “We are proud of our recent feedback from the customer satisfaction survey, receiving feedback and understanding our customer’s needs is extremely important to us.
At Pasquill we appreciate all feedback from our customers and continue to take on board all suggested improvements. We understand there’s always room for improvement, and it’s essential we continue to develop, improve and learn as a business.
We will continue to work hard in all areas of the business, providing exceptional experience and service to our customers.”
If you would like to add any additional feedback, please visit our contact page.