WNT survey shows customers more than satisfied

Having gathered the results of its third, annual customer satisfaction survey, they show, in all areas, that WNT (UK) scores above all of its competitors. The survey is compiled from responses from 1500 questionnaires sent out in the first quarter of each year and sets out to measure the differencel between the service and products supplied by WNT (UK) and that of its competitors. Nine aspects of the business, such as field- and office-based technical support, telephone response rate, sales office efficiency, speed of delivery and product quality and range are investigated. “What we are seeing in these results is the tremendous effort that everybody connected with WNT (UK) continues to put into the business,” says Tony Pennington, managing director, WNT (UK). “We are firm believers in providing customers with a level of support, from whatever aspect of the WNT (UK) they deal with, that is second to none. In order to achieve these results, we have invested heavily in employing the right people and systems to make it happen.” One of the major areas of improvement over the results from 2006 was in field-based technical support. The differential advantage, that is the gap between WNT and its competitors as perceived by the respondents, has increased from 13 per cent to 40 per cent in this area of the business. This is due, in part, to the recruitment of additional apprentice-trained technical sales engineers and the ongoing training that they receive once they have joined the company. Another area of excellence was in answering telephone calls. “This may appear to be a trivial thing to measure,” says Mr Pennington. “However, we have found that in being able to monitor our performance in this area and ensure that all calls are answered within three seconds, customers now perceive WNT (UK) to have a differential advantage of 29 per cent. This is a major advantage when operating in a very competitive market place.” Once that call is taken the fact that WNT (UK) can also keep its promises on deliveries is another area that scores highly with customers. With its pledge to deliver orders placed before 18:30 one day, by midday the next results in customers giving it a 41 per cent differential advantage. “This high level of customer satisfaction continues to drive the business forward,” adds Mr Pennington. “When this customer-facing attitude is combined with an extensive range of high quality, cost-effective, products is having an extremely positive affect on our sales figures. our product offering Sales so far this year are outperforming our budgets and we fully expect to exceed the target of £12.7 million turnover for the coming year.