|Over 96% of respondents agreed that product quality was ‘very good’ or ‘excellent’|
Hochiki, leading manufacturer of commercial fire detection solutions, has announced the results of its latest wide ranging survey of both UK and overseas customers, revealing extremely high levels of service delivery across all customer- facing functions.
Hochiki carefully tailored questions to suit each department, including supply chain, compliance, technical support and sales, to ensure specific issues could be adequately addressed going forward.
An impressive 94% of those surveyed rated the overall level of service provided by the technical support department as ‘very good’ or ‘excellent’, with the same percentage of respondents rated the accuracy of the solution offered by technical support as ‘very good’ or ‘excellent’.
Plus 76% of customers said the overall quality of their business relationship with the Hochiki sales team was ‘very good’ or ‘excellent’.
The survey also covered Hochiki’s products with 96% of respondents saying product quality was ‘very good’, or ‘excellent’ compared to competitor suppliers, while 77% said that the company’s products provided ‘very good’ or ‘excellent’ value for money.
Customers were also encouraged to provide suggestions and comments on Hochiki services and products, all of which will be addressed in order to further strengthen the customer experience.
Typical of the comments received was that from Paul Basford of City Fire Protection Ltd who said: “Both our field engineers and myself find it easy to talk to the Hochiki technical support team and they always offer great help and advice.”
Talking about sales, Peter Patrick of NG Bailey commented: “Could not wish for better support from the sales team.”
Enthusing about Hochiki’s supply chain department, Derek Watson from Vipond Fire Protection Ltd added: “Best delivery service I receive from any of my suppliers.”
“This latest customer satisfaction survey was very much focused on the service provided by those departments that come into regular contact with customers, where service is key, which we felt would enable us to better identify any areas for improvements,” comments Paul Adams, Deputy Marketing Manager. “The online survey also covered products and marketing and based on the very positive response, it is clear that our service delivery and solutions meet the needs of customers.”
“However, the feedback on individual departments now means that we can also enact procedural changes to address specific issues raised – showing we remain committed to meeting customer needs today and well into the future,” Paul concludes.