96% of customers recommend Amberol’s products in annual survey
In today’s challenging economic times, a company doesn’t survive unless it’s doing something right. Amberol has been working with councils, community groups, businesses and Britain in Bloom groups for 50 years and we believe that one of the secrets of our success is listening to our customers.
In fact, some of our self-watering planters and litter bins have been developed as a result of direct requests from customers and we often draw on feedback and suggestions, working together to help create new products and modify current ones.
An important part of that feedback is our annual online customer survey, designed to help customers tell us what they think - and what we can improve on.
Consulting the customer
The recent Amberol survey asked respondents to rate different areas of customer service and products from 1 to 10, with 10 being the highest rating, equating to ‘excellent’. Questions were asked about a range of areas including:
- User experience of website
- Contact with customer services
- Efficiency in dealing with enquiries and satisfaction with advice given
- Contact with sales representatives
- How well requirements were understood
- Delivery timescales
- Carrier experience
- Overall satisfaction with Amberol products
Customers were also asked whether they would buy from Amberol again and whether they would recommend the company for products and service.
We were very pleased by the responses that we received, with the perfect 10 being the most common score across the board for all sections. Satisfaction scores were particularly high when customers were asked if they were happy with their Amberol self-watering planters and bins, with 99% of responses rated at 8 or above. People also seemed to appreciate Amberol’s personal service via sales representatives with this category receiving a 93% rating of 8 or above. We feel that the demonstration option and contact with sales representatives is an important part of the customer service that we offer. This gives us the chance to get to know our customers’ needs and problems as well as providing customers with the opportunity to discuss products, ask questions and provide feedback.
Would you recommend Amberol’s litter bins and self-watering planters?
Of course, the ultimate test is whether customers would recommend Amberol and buy from us again. In a testament to the quality of our products, 99% of respondents said that they would be likely to buy from Amberol in the future, while 96% said they would recommend our products and services to others.
Of course, there is always room for improvement, and this isn’t just a box ticking exercise. All the results have been scrutinised by the Amberol management team to identify areas for improvement as well as areas that we are doing well in.
Amberol’s MD Patience Atkinson-Gregory was very pleased with the results, saying: “We have built close relationships with many of our clients over the years and the longevity of these relationships is testament to the hard work that the whole team put in to producing high quality bins, self-watering planters and seating. We are delighted that so many customers are so happy with our services and products – but we will continue to look for ways to improve as we have done over the last 50 years. I’d also like to thank all of the customers who took the time to complete the survey to help us continue to develop.”
Of course, you don’t have to wait until the next customer survey to offer your feedback – we are happy to receive comments and suggestions anytime. Just go to the contact page on the website to get in touch, email firstname.lastname@example.org or call 01773 830 930.