Steve Griggs, Director of Sales, Inteplast Engineered Films
And what we’re going to do with them
If you’re a client of Inteplast Engineered Films, you probably received an e-mail requesting your participation in our customer satisfaction survey.
The amount of feedback received was overwhelming and it truly means a lot that so many of you took the time to complete it, so we wanted to share what we’ve learned and what we’re going to focus on going forward.
Top takeaways
When asked what the single most important factor to you and your business was, product quality reigned supreme, followed closely by price and service.
These survey results validate our understanding of our business. We know the negative impact quality has in both yield and processing as well as in long term customer satisfaction.
That is why IEF believes quality is not just a goal, but a culture.
Following quality, customers stated they need:
- Prompt order confirmations
- Excellent customer service response
Those two factors showed up in more than 50% of the responses we received, and the next three didn’t make up 50% combined. It’s clear that you value timeliness and personal service and relationships.
Taken all together, we think you are saying you want suppliers who are easy to do business with.
So, are we easy to do business with?
Each of the following areas was rated out of 5 stars, with 5 being the highest.
Here’s how you ranked us.
- Sales responsiveness – 3.94 out of 5
- Customer service team – 4.06 out of 5
- Range of product offering – 4.02 out of 5
Although these first three results were very good, we recognize there is room for improvement.
- Product quality – 4.0 out of 5
4 out of 5 on product quality is respectable, but still not where we are striving to be.
The fact that none of the targeted areas received 5 out of 5 stars is something we’re taking very seriously. So today we’re meeting to discuss possible process changes to keep our quality high, step up responsiveness, and streamline customer service and support. And in the name of transparency, we’ll also be sharing those changes, so stay tuned.
On behalf of IEF, we’d like to thank each and every one of you for your time and input, and encourage you to reach out at any time if you have any ideas, questions, or concerns. We’d love to hear them.
