At Fero we pride ourselves on offering the best service and quality we can to our customers. But as with all things, how do we know if we are hitting the mark or not and what do our customers really think of us?
Last year we embarked on a journey of truths and asked our customers a series of survey questions. As many of you will know the results from this were very encouraging but also outlined key areas we needed to focus on in 2015. Some of these included:
- improving customer satisfaction
- working on relationships and adding value to customers’ businesses
- informing customers about ALL Fero’s offerings
- reducing lead times and improving delivery schedules
So with this in mind we developed a strategy that would enable us to build our business and help us achieve results in the NZ manufacturing industry that we could be proud of.
This year has seen some big changes within Fero, with machines arriving that have enabled us to increase our capacity by 50% and with the implementation of our new MRP system. With changes come frustrations and we have certainly experienced a few ‘pull your hair’ out moments but these have now been ironed out and we know that in the long run this system will be invaluable. Thank you all for being patient with us as we’ve worked through this.
Given the success of the survey in 2014 we wanted to see if we had improved over the year. The results from this year’s survey has once again been encouraging. Not only have we seen some real improvements in what our clients think of Fero, we have also seen a positive attitude to growth in the manufacturing industry which has increased by 10% compared to last year.
Some of the highlights for us are in the overall figures, and we are delighted that 97.5% of customers are satisfied with Fero as a supplier to their business, an increase of 8.5% from last year. Our clients also said that 95% would happily recommend Fero to a friend, again an improvement of 9%. These numbers provide a great benchmark that we can maintain and build on year upon year.
Interestingly, when customers were asked about Fero’s capabilities they were still not fully aware of everything Fero offers especially in Moulding and Chinese partnerships. We feel it is important that customers are aware of all our capabilities so we can assist them in a broad number of ways. Customers also expressed an interest in sharing ideas with our engineering team and we will certainly continue to offer this service throughout 2016.
Another key area we wanted to improve was our relationships with businesses and finding ways that could begin to add value to our clients. Results indicate that our reps and the company as a whole have improved on this by around 10%. Our professionalism has increased by 14%, and 96% of clients believe that they have a good relationship with us (an increase of 8% from 2014). Understanding clients needs has also increased and we look forward to continuing this on a yearly basis.
We are happy that 50% of you thought we were ‘extremely responsive’ (an increase of 25% from 2014) and that 60% of customers believe that Fero’s service is better than our competitors but we would like to see these figures increase next year. We know that service and consistency is very important to the industry and our customers, and we will be making this one of our goals for 2016.
Along with service comes the issue of quality and some customers pointed out that our quality control could be better. We know that the MRP system has contributed to some of these issues but a review into lead-time, order notes and incorrect paperwork will be reviewed in the new year.
Many of our clients had read and found the newsletter content useful and informative so we look forward to continuing to send these out every quarter.
All in all the survey has once again given us some key indicators to follow up on, and provided insights into ways to improve our service and strengthen the NZ manufacturing sector as a whole.
Thank you once again to all those that completed the survey. We look forward to sharing our improvements with you next year.