Like manufacturers across a wide range of sectors, 2020 posed many challenges for us here at Amberol. The restrictions put in place to contain the spread of Covid-19 impacted many areas of our business; from workforce, to supply chain to delivery to customers. However, in the face of all these challenges, the Amberol, team, led by managing director Patience Atkinson-Gregory, continued to strive to put customers first, fulfilling orders as quickly and safely as possible.
So, the Amberol annual customer survey was always going to be an interesting read! The survey is sent out at the end of each year to obtain customers’ feedback on areas such as product satisfaction, delivery and customer service levels.
“The previous ten months had been difficult for the company,” comments MD Patience. “We felt confident that we had worked hard to ensure that we were offering the best service that we were able to in the face of lockdown, social distancing and health and safety concerns. However, it is the customers’ perceptions, opinions and feedback that tell the real story. So, after such a hard year, we were a little apprehensive about what the survey might reveal.”
As it turns out, there was no need for any apprehension: the results of the survey were, as always, overwhelmingly positive. Each area was rated from 1 to 10, with 10 representing the highest level of satisfaction.
Amberol scored most highly in the following key categories:
In all other categories, at least two thirds of respondents rated areas such customer service and the efficiency of dealing with product enquiries in the top two tiers for satisfaction. Even areas significantly affected by restrictions around Covid such as service from sales reps who were unable to go out on the road, and delivery timescales, received high approval ratings.
And the most important question to address in the survey? Would customers choose to buy from Amberol again?
The answer was an overwhelming yes, with 98% of respondents saying they would be likely, very likely or would definitely buy from Amberol again.
Patience adds: “We were delighted with the customer survey responses, particularly given the context of 2020. We also appreciate the loyalty and understanding that many of our customers showed when things were a little uncertain during the spring.”
“However, it’s important not to be complacent. We may have been in business for over 50 years and have the distinction of being the original manufacturer of the self-watering planter, but we can still listen to and learn from our customers.”
As a token of appreciation for taking part in the survey, respondents were entered into a prize draw to win £300 worth of Amberol vouchers. We would like to congratulate Pam Phillips of Middleton-in-Teesdale in Bloom on being the lucky winner and to thank everyone for taking the time to help us continually evolve and improve.
We are always happy to hear feedback from our customers and you don’t have to wait until the next customer survey to do so. Just go to the contact page on the website to get in touch, email firstname.lastname@example.org or call 01773 830 930.