| Customer Survey Results 07 |
| Friday, 27 July 2007 | |
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Customer service is our top priority here at ESP. We are committed to keeping standards high and finding out where we can improve. Thank you then to those who completed the online Customer Survey this year, as this is one way we can find out what people really think of us! The winner of the prize has now been notified, so if you haven’t heard yet…its not you! In terms of the results we learned once again that our greatest strength is the support provided by engineers who were found uniformly to be polite, helpful and technically competent when onsite and quick to respond, professional and well-valued when contacted by telephone or email. On consultancy matters, we were found to be accessible, highly valued and clearly of benefit to clients. On sales, it was easy to obtain a quote, quotes were fairly priced and staff were very trusted. Thankfully there were no serious areas of concern, although there is certainly room for improvement on providing information to clients about the work we do, the services we offer and exactly what makes us an important social enterprise. It is also fair to say that a minority of clients have some concern over labour charges. On this latter point, we are sure that our hourly rates are either at or below average for the type of work we do. Over the last 5 years we have seen several organisations providing a similar service to ESP but at a reduced or subsidised rate. None have these have lasted – they were simply unsustainable. At ESP we believe that the greatest service we can provide to our clients is to be there for them in the long term. |
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