Each year we send out a survey to our customer base, which gives us a snapshot of what our customers think of Fero and the service we provide. Fero has seen some big changes over the past 2 years with the opening of the new factory in Samoa and the growth in NZ. And that’s why we feel it is important that we get some honest feedback from our customers to maintain our service levels and to see where we need to improve.
Looking back over the past few years it’s been great to see that the whole manufacturing industry has seen positive growth and this has been backed up in our survey with 67% of our customers expecting to see more growth within the next 18 months.
The overall survey results were once again positive with the majority of customers being very happy with their relationship with Fero and 100% of customers being satisfied using Fero as a supplier for their business.
We are very proud of the fact that over 60% of our customers have been doing business with Fero for over 5 years and all of our customers believe they have a good professional relationship with us. When we asked them what the major advantages were when working with us, they said that they had seen a reduction in costs, lead times and assembly times and that Fero were a reliable source for components.
Our customers also thought that we were extremely responsive (87.5%), friendly and that our quality was better than most of the competitors. This is all great news and something we are very proud of both here in NZ and Samoa.
But of course it can’t be all good stuff and to be honest what we find really important is the ‘other’ stuff. The ‘other’ stuff is not necessarily what you want to hear but it’s the stuff that will make us a better company in the long run.
So here’s the stuff that you thought we could improve on…
Warehouse and dispatch – this is always a problematic area and one that we aim to continuously improve. We understand that we don’t get it right every time but despite all this it was great to see that 100% of customers did receive their orders in a timely fashion and 38% are on time evertime.
General Professionalism and Consistency – although 75% of customers see Fero as being very or extremely professional we did see a 14% decrease in this figure. This is something we will strive to pull back throughout the coming year. We also noticed that although our consistency has been increasing over the past few years we still need to be mindful of in our assembly and production.
Added Value – We saw a reduction in the amount of added value Fero was seen to be giving clients dropping to 62.5%. We see this as an important benefit to our customers and we will address this with our staff.
100% of customers believed that Feros’ communication was excellent.
60% of customers when asked what Fero could improve on said ‘NOTHING’
88% of customers would likely recommend Fero to a friend or colleague
Thankyou to everyone that took the time to complete the survey and we look forward to continuing to improve our service to you.