Eclipse Colour Customer Questionnaire – 2009
At Eclipse Colour our client's opinions and welfare are vital to us, so we need to keep track of how well we work in partnership with our customers. We do this on a daily basis with them anyway, but we also need to have more formal feedback. To this end we send out a questionnaire every summer to canvass our clients about key areas of our business. We ask them to be a "critical friend" so that we can improve areas of weakness in our business. One of the key philosophies at Eclipse is continual improvement. No matter how good, or how well things may be, there is always room for improvement. Working alongside the BPIF VIP (Vision in Print) our aim is to become "World Class" in all areas of our business. Our customer questionnaire gives us excellent feedback in the several areas of our business.
The questionnaire was sent out at the end of July, with all results and responses analysed and assessed in September. We now have those results and we would like to share them with you.
We sent out questionnaires to 67 individuals representing 45 companies, and we got replies from 43 individuals representing 37 companies, giving us a 64% response rate from individuals, and an 82% response rate from companies surveyed.
We asked our clients to score Eclipse Colour from 1-10 (1 being the lowest and 10 being the highest) on 7 specific areas of the business, and we asked them 2 further questions about potential offerings from Eclipse.
In the areas of customer service, product quality, delivery of goods and how we rate in relation to other print suppliers we scored an average of 8.6 out of 10.
In the areas of our range of print services, and the value that we deliver as a business, we scored an average of 8.2 out of 10.
We slipped slightly in our pro-active approach to our clients business scoring 7.8 out of 10,and the main area of concern was our rating of speed of response to quotations in which we scored 7.1 out of 10.
We have immediately responded to the quotation issue by installing a new "intelligent" quick estimating system called "PDQ".This has allowed us to improve our response to quotation deadlines, and over the last 2 months we have not sent out any quotes beyond their required deadline.
In relation to our pro-active response to our clients business we will be making a concerted effort as a sales team, and as Directors of the business, to get out and spend more time with our clients finding out more about their business, and how we can help them achieve their goals working in partnership.
We value all our customer's opinions and it is vital to have their feedback and input in our business. From this feedback we can improve all areas of Eclipse Colour. Many thanks to all those that took part in the Survey, your response and comments form a valuable part of our strategy going forward.