SWAGELOK MANCHESTER CUSTOMER CHARTER OUR PROGRESS REPORT AUGUST 2013

Transcription

1 SWAGELOK MANCHESTER CUSTOMER CHARTER OUR PROGRESS REPORT AUGUST 2013

2 Welcome Dear customer, Swagelok Manchester has been listening to customers and adapting its service offering to meet their changing needs for over 35 years. In 2010 we made a conscious effort to create an open and transparent approach to monitoring and reporting our customer experience ratings through the introduction of our Customer Charter. The launch of our Customer Charter paved the way for two-way dialogue with customers through proactive solicitation of feedback about the things that we do well and those areas we could improve to help our customers succeed. This insight has positively shaped and enriched our service offering to customers, and continues to do so, resulting in our overall customer satisfaction rating rising year-on-year.

3 CUSTOMER CHARTER REPORT % 92% 86% 74% of customers would recommend that their company continue to use Swagelok Manchester of customers said that Swagelok product quality exceeded or fully met their business needs over the past 18 months of customers strongly agreed or agreed that Swagelok Manchester was a reliable supplier of customers said that doing business with Swagelok Manchester was better than with their other suppliers Source: Swagelok Corporate s Customer Research Programme May 2013 In May of this year we partnered with Swagelok Corporate to participate in a new customer research programme. We used a number of leading research models, including the Forrester Customer Experience Index, Net Promoter and Customer Experience Equity, to assess whether the day-to-day experience our customers receive is consistent with customers expectations of our brand. I am pleased to report that our customers rated the overall experience with Swagelok Manchester highly, as 97% of customers would recommend that their company continue to use Swagelok Manchester as a supplier. Our Customer Charter Progress Report seeks to communicate our performance against the service promises set out within our Customer Charter. During the period from 1st January to 30th June 2013, we achieved 13 out of 13 promises. For two consecutive report periods we have achieved in full all 13 of our commitments. Our team is currently working on the second generation of our Customer Charter, which will be released in September this year. Our research suggests that the key drivers of our customers satisfaction have not changed significantly over time. Responsiveness to quotations and availability of products to order remain the key areas that we need to maintain and improve upon. Our updated Customer Charter will contain some new promises based on what our customers told us are important to them. From December 2013, we will switch to annual reporting of our performance, but will continue to conduct customer satisfaction research on a quarterly basis. Our commitment to you is to offer support over the long term irrespective of business cycles, always acting ethically in harmony with our core values. Warmest regards, Jon Hall Managing Director Swagelok Manchester

4 Dealing with your enquiries Whatever your enquiry, we promise to deliver to you the best possible service from start to finish. Our team of highly skilled customer service advisors and engineers are well equipped to help you with your fluid system requirements. PROMISE HOW WE DID Your call will be answered promptly by a real person, not an automated answering system. 98% of customers expressing an opinion were either very satisfied or satisfied with the speed at which telephone calls are answered. All telephone and written enquiries will be dealt with immediately during office hours. Where necessary we will take your details and call you back. 97% of customers expressing an opinion were either very satisfied or satisfied with the way in which our customer service advisors and sales engineers responded to their enquiries.

5 CUSTOMER CHARTER REPORT 2013 You will have a highly trained and dedicated customer service advisor and sales engineer on hand to help with your enquiry. Ensuring that we have a highly trained and motivated workforce is a critical part of our business success and long-term sustainability. On a rolling annual basis, each sales engineer is required to complete in excess of 40 hours of structured product, application or personal development training. All other associates within our business are required to complete 16 hours of structured training. We are pleased to report that our associates are continuing to exceed the required number of training hours set each quarter. We will treat all customers with courtesy and respect. 99% of customers are either satisfied or very satisfied with the level of courtesy extended by Swagelok Manchester associates. We will ensure that all customers are dealt with as quickly and efficiently as possible in a professional manner. 98% The information gathered through our customer feedback programme has shown that 98% of customers surveyed, who expressed an opinion, were satisfied with the time taken to respond to and solve technical queries. We are pleased that our efforts in this area are having a positive impact on our customer experience. An out of hours number is published online for all weekend or out of hours enquiries. Our out of hours number is published online and our out of hours telephone message is played to customers who are on hold. All credit applications are actioned within two days of receipt and new accounts are opened immediately upon receipt of all documentation. 100% of all credit applications were set up within 24 hours of receiving all the necessary documentation. All and electronic enquiries will be acknowledged within 24 hours. 97% of customers expressing an opinion were either very satisfied or satisfied with our level of responsiveness. Publish a clear complaints procedure which will document, analyse, investigate and respond to all complaints. 100% Our complaints process is outlined in our Customer Charter and published online. of customers expressing an opinion reported that they were satisfied or very satisfied with the way we handle complaints.

6 Delivering goods Our promise is to deliver your goods in the same condition that they left our warehouse, on the day that you request and to the correct address. We have long-standing relationships with our carriers who provide us with the excellent level of service that our customers have come to rely on and demand. WHAT THIS MEANS FOR YOU HOW WE DID We aim to deliver 100% of shipments accurately, on time and to the correct address. 99% of shipments were picked and shipped correctly in accordance with the customers requirements. Our products are packed with great care to ensure that you receive them in the same condition as when they left us. 100% of customers surveyed who expressed an opinion were either satisfied or very satisfied with the quality of our packaging. We aim to deliver all standard regionally stocked items within five working days from the date of order. 96% of customers surveyed who expressed an opinion were either satisfied or very with the availability of products to fulfil their order. If we deliver an item incorrectly, we promise to refund or replace the item within 14 days of notification. 99% of items delivered incorrectly were refunded or replaced within 14 days.

7 CUSTOMER CHARTER REPORT 2013 Your feedback Here are some key comments that came out of our recent customer satisfaction surveys. Positive Technical information is excellent. We use it to recommend using your parts and fittings to our clients, such as pipe supports or flexi-hoses. Quick response to enquiries, accurate documentation, and goods delivered on time. Just carry on with the excellent service you provide. Your customer service team is worth their weight in gold, so pleasant to talk to. Areas of focus As well as all the positive comments, you also told us about the areas where we could do better to support you more pro-actively in your day-to-day business. One of the principle observations for areas of improvement was our response time to quotations and technical enquiries. Our Response: As part of our continuous improvement strategy, we have a project team currently assigned to improving the presentation of, responsiveness to and follow-up of quotations and enquiries. In late 2012 we introduced our new-look quotation - this was phase one of that project. Our team is currently in the latter stages of redefining our quote and enquiry process, as well as looking at the technology and resources needed to improve our response rate to customer quotation and information requests. We look forward to sharing details of our progress in this area in late Q3 of this year.

8 Our values... and what they mean to our associates INNOVATION Creativity is thinking up new things. Innovation is doing new things. QUALITY Never an accident, quality is always the result of intelligent effort. RESPECT Respect is built on trust and understanding. CUSTOMER FOCUS Care about customers. Accept responsibility. Respect & integrity. Exceed expectations. RESPECT INTEGRITY Exceeding customer expectations with an honest, reliable and professional service. CONTINUOUS IMPROVEMENT We constantly evaluate our processes to exceed customer expectations. SWAGELOK MANCHESTER 3 KELVIN CLOSE, BIRCHWOOD, WARRINGTON, CHESHIRE WA3 7WF. T. +44 (0) E. MARKETING@SWAGELOKMANCHESTER.CO.UK