2021 was a challenging year for suppliers, manufacturers and customers alike, with UK-wide supply chain issues impacting on production at various times of the year. Although production is now back on track, we were a little wary of how issues beyond our control may have affected customer perception when sending out our annual customer survey last month.
So, we were delighted to find that 100% of our current customers who completed the survey would recommend Amberol to others. In addition, 98% said that they were likely, very likely or would definitely purchase from us again.
Such positive responses in these two categories are particularly meaningful as we strive to give our customers the best possible experience when buying from us. We also aim to have the most durable and long-lasting products on the market. Although our self-watering planters and litter bins may not be the cheapest, we believe that they offer great value for money through quality and longevity. And it seems our customers agree.
Customer feedback has always been important to us here at Amberol. We use that feedback to help refine and improve our current range, as well as to develop new products that meet customers’ changing requirements. For example, our self-watering Parade and Promenade planters have been particularly popular as floral barriers to help ensure social distancing: a purpose that we could never have envisaged two years ago.
The customer survey is sent out at the end of each year to get our customers’ opinion on a range of areas along our sales and delivery pipeline, including using the website, delivery timescales, sales rep service, customer service levels and product satisfaction. Each area is rated from 1 to 10, with 10 representing the highest level of excellence and satisfaction.
Not surprisingly, with the occurrence of supply chain issues during the year there was a slight drop in ratings for delivery. However, this still scored well with three quarters of customers giving the highest satisfaction ratings of 9 and 10 for delivery times and 92% rating the delivery experience between 8 and 10 in terms of satisfaction.
“Our customers have been very understanding of the challenges that the pandemic and other associated issues have posed,” comments Amberol’s MD, Patience Atkinson-Gregory. “We have tried to mitigate the small issues that have arisen through transparent communication. These results are very pleasing, but there is always more that we can do to improve so we will be taking careful note of the responses that people have been kind enough to send us.”
We are always happy to hear feedback from our customers - you don’t have to wait until the next customer survey to get in touch. Just go to the contact page on the website, email email@example.com or call 01773 830 930.