Our annual customer satisfaction results for 2018 are now available.

This is the first time we have completed an annual survey – this was recommended by our external consultants during our successful completion of the ISO 9001 certification.

The report not only provides an important benchmark on how we are performing for our customers but also gives us some great insight into how we can improve our service.

We are delighted by the response and the results – thanks if you took part!

These show that we are performing really well in all of our 4 key measures – the convenience of using the service, the speed, the quality and the price. In the majority of cases, we have been given the highest possible scores.

The survey also provides us with a global benchmark of our Net Promoter Score. The Net Promoter Score is an index ranging from -100 to 100 that measures the willingness of customers to recommend a company’s products or services to others. It is used as a proxy for gauging the customer’s overall satisfaction with a company’s product or service and the customer’s loyalty to the brand. Our score of 74 is in the top quartile available (The average globally is only 23!).

We will also be working through the detailed comments and suggestions for improvement.

To review the full survey results, click here.

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