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Exwold Technology Customer Survey 2015

25th January 2016

Exwold were delighted with the response from their customers for the 2015 Customer Survey and thank all of those customers that responded. Carried out every two years, we received a 60% return rate.

Customers were asked to score 5 key areas of performance including:

  • Customer Relationship Management
  • Contracting & Ordering
  • Implementation of Contracts & Orders
  • Invoicing
  • Others including implementation of corrective & preventative actions

Customers scored us from 1-5 (1=poor, 5=excellent)

The overall average score for all areas was 4.51, improving on the 2013 result of 4.26.

Sam Price, Commercial Director explains the importance of this feedback to Exwold:

"We appreciate the high level of response from our customers. We know completing Surveys can often be an additional task in an already busy working life!

The feedback from our customers is however incredibly important and as a contract processing company it is crucial that we meet and adapt to very specific and individual needs of each of our clients.

We are proud that we have seen an overall improvement in all areas and this is particularly pleasing with the incredible growth of our business in 2015; Customer feedback does however remind us that we can improve further. From review of the feedback, we believe that can put further efforts into improving Implementation of Contracts and Orders and we have already created a new position within the Production Department to carry out additional Quality inspections. We hope our customers start to see the benefits from this in 2016.

The Survey response also allows us to share feedback of our customer perceptions to our employees at all four of our manufacturing sites. As a Management team, regretfully it is easy to forget to acknowledge all the positives and I think it is often human nature to focus on things that have gone wrong; this provides a wonderful opportunity to demonstrate to our workforce that our customers' appreciate their efforts and hardwork"