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Tellure Rôta customer
satisfaction survey
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What is it?
It's a survey realised every year to
monitor the satisfaction grade of Tellure Rôta customers on various
issues concerning customer-supplier relationship (product
reliability, service, price...).
How is it organised?
Through an interactive questionnaire we send to all
customers who have bought our products during the year. Particular
reference is paid to a few parameters which - according to our experience
- are particularly important when choosing a supplier. For each of these
parameters, we ask our customers to express their evaluation on the importance
of the criteria and on Tellure Rôta's performance with reference to the
criteria.
Whom is it sent?
To all customers with e-mail address, equivalent to
56% of customers active during 2009. The participation
level was equivalent to 16%, meaning 9% of of active
customers for 2009 replied to the survey.
Read more:
The importance of
customer satisfaction
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Result collection
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On a
scale from 1 to 5 with 1 representing the lowest and 5 the highest, the
average rating from overall analysis of customer relations with the
company is 4.28.
Customers highlighted Tellure
Rôta strengths are as follows:
- Product reliability
- Product range
- Order completeness
- Sales support documents
- On time delivery
- Fast and comprehensive
response to questions
- Distribution channel customer
service
On the other hand, customers
highlighted TR weaknesses are as follows:
- Speed of delivery
- Sales terms and conditions
- Service offered by
third-party Tellure Rôta-approved transporters
- Product customisation
- Packing and
packaging
Read
more:
More info on result
collection
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Future actions
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Results and
findings obtained from the client satisfaction survey are essential in helping
us to plan our activities for 2010.
We will focus attention on:
- improving delivery times;
- assessing current sales terms and
conditions in order to allow greater flexibility;
- analyse the current service provided by
our approved transporters;
- optimising packaging.
We thank once againg all
customers who have taken oart in our Customer Satisfaction survey, helping us
to gauge the service standard provided by Tellure Rôta
and to highlight those areas where we need to improve.
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