OUR CUSTOMER SATISFACTION SURVEY
We aim to be the industry leader at delivering service and product quality. This is why we employ TLF Research to survey 400 of our customers each year, to discover what improvements need to be made to achieve world class customer service on a consistent basis. Thank you to all of our customers who took the time to complete the survey with TLF Research, your feedback is greatly appreciated.
HOW WE SCORED
Our most recent customer satisfaction survey gave us a TLF rating of 86.5 out of 100. This places us in the top 15% on the B2B league table. The feedback we receive is used to target those areas that really make a difference to our customers – and shape the service you receive.
We believe that customer feedback is invaluable in allowing us to continually improve. We welcome it throughout all areas of our business.
Click the button below to see our scoring out of 10 for the key factors that you told us were most important.
We scored 86.5% in our recent Customer Satisfaction Survey.
WHAT WE DO WELL
These are the areas where you score us best.
9.3 The suitability of the products to your business
9.0 Clarity of Invoicing
8.9 Your delivery driver
84.8% of our customers are satisfied or very satisfied with our performance.
- All round I have found them a really amenable and friendly company to deal with.
- The communication from Johnsons is good and the staff are helpful.
- Our usual delivery driver is polite, cheerful and we miss him when he isn’t here.
- The people in the office always answer the phone and any issues are dealt with there and then.
DOING BEST IS WHAT MATTERS MOST
These are the areas that you told us were most important to you, that we will continue to improve on.
Completion & accuracy of deliveries made
We will review our standards to improve our processes to deliver accurately every time.
Response to your Service Complaints
Our number one priority in 2023. We will focus on delivering our promises and resolving any problems quickly and effectively.
The Cleanliness of the Goods Delivered
We will continue to invest in new improved-technology machinery, new linen and uniforms to ensure that we supply quality products.
Suitability of Products
We will continue to review and change as required the range of products we offer to meet our customers’ needs.
Operationally 2022 was a lot easier than 2021 and this has been reflected in the improved score that you, our customers, have given us of 86.5. Our last “normal” year was 2019 and our score was 87.4 so our aim is to get back to that score as soon as we are able. The time you give to responding to TLF Research helps us shape the service improvement areas to do this, so thank you to those who took part. We have 10 operating locations and the score differs from site to site. We acknowledge that there are still challenges, and this is reflected in the range of scores by factory. The lowest factory scored 75.4 (room for considerable improvement) and several of our factories scored 89 and above (truly world class). It is our aim to have all factory locations in the latter category. Supplying customers without long term contracts means our future success depends on our ability to satisfy our customers needs consistent and well, and that’s why these results are so important to us. Our people are passionate about providing great service, and the scores you give us are widely shared within our business and celebrated when they vindicate the efforts that are made to maintain and improve quality and service. Once again, thanks again to those customers who took the time to feedback and score our service.
Donald Smith, Managing Director