Customer satisfaction is paramount for Capital Document Solutions. We have always listened carefully to the views of all customers in order to solve any problems they might have.
As Managing Director, Tom Flockhart states – “with a reputation for exceptional local service and support, you can be confident that no other supplier will work harder for your business.”
For nearly fifteen years now Capital has been conducting a quarterly customer satisfaction survey to gather feedback and views from our clients.
This regular, comprehensive survey helps us pinpoint customer concerns and monitor trends. The process involves inviting, by email, a random selection of customers to take part in our website survey every quarter.
The results are fed back directly into our Business Management Process with necessary corrective action taken where required. They provide a reliable guide to what is important to customers and how we measure up to their expectations.
Overall, to date, over 10,000 questionnaire invites have been sent all across Scotland and customers asked for their views.
Customers are asked to rate various services we offer as “Excellent”, “Average” or “Poor” and are prompted to detail any problems they might have had with any aspect of our service. If there was a problem, customers are asked if it was resolved to their satisfaction. Suggestions on how we can improve our service are also sought.
The latest customer satisfaction results for 2017 across all services:
“Sales Information & Sales Support”, “Delivery & Installation Support”, “After-Sales Engineer Services/Helpline” and “Meter Reading & Invoice Billing” – overall 90% of customers rated Capital as ‘Excellent’.
However, Sales Information & Sales Support is rated as ‘Excellent’ by 97% of customers this year.
Sales Director Andrew Aikman commented “This is yet another clear demonstration of our passion for excellence.”
For example, last year in response to the question “Do you have any suggestions how we can improve any aspect of our customer service?” one happy customer wrote:
“Everything runs well for us and getting toner delivery is very efficient!” – Crombie & Co Property Management.
The ongoing results are excellent and show that Capital listens and responds to its customers. We do not plan to rest on our laurels, however. We will continue to strive to provide the highest levels of customer service in our industry.
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