Customer Satisfaction Questionnaire

A big thank you to those who took the time and effort to complete our Customer Satisfaction Questionnaire - for the second year running the results were very encouraging but I'm not one to rest on my laurels and the survey did expose areas where improvements can be made ... and will!

Whilst over 97% of people said we met their expectations and 95% would recommend us, it occurs to me that the days of offering excellent (and friendly) customer service is no longer enough. Tough trading times means your focus is concentrated on the bottom line - but for us this has never been at the expense of quality. Diametric has always placed its emphasis on quality and at times that's meant it has lost orders; it's during these times you question if your emphasis is in the right area!

As an experiment we recently contacted a handful of customers who 3-4 years ago did business with us but then moved to cheaper manufacturing outlets abroad. Interestingly we managed to win back 50% of the business but this was not as a result of price cuts but more to do with the service we sell, our experience and knowledge, not to mention our extensive product range which enables us to offer the complete package.