Customer satisfaction drives WNT (UK)'s success - confirmed

WNT (UK)’s annual survey of customer satisfaction shows that the company is maintainig its lead over its rivals. “We have always made customer service a priority,” says Tony Pennington, WNT (UK)’s managing director. “It is always nice, however, to get confirmation that what you are doing is appreciated by customers and that it has a positive influence on their purchasing decisions.” The survey asked customers to give marks out of 10 for various aspects of WNT’s business, comparing this to other tooling supplliers. In all cases, WNT was rated higher than any other tooling supplier and in the majority of cases that differential has increased from the previous year’s survey. For example, the office-based technical support, which WNT had targeted for improvement, is perceived as being 24 per cent better than the support offered by its rivals. This compares to a figure of 7 per cent last year. Similarly, when asked about delivery speed, a key element of WNT’s success, it achieved a differential of more than 34 per cent, scoring 9 out of 10 compared to the competition’s 7 out of 10. Other areas that saw marked improvements over the previous results were tool quality, response times (on average callers had a wait time of less than three seconds), and sales office efficiency, while being measured for the first time was the efficiency of the accounts department, which scored 16 per cent higher than other companies. “The differential between our levels of service and those of our competitors is the main reason that we are able to maintain and grow our customer base here in the UK.” says Tony Pennington. “Only by improving on these scores and increasing the differential can we continue to deliver the levels of sales growth that we have achieved in recent years. Wherever we see the indications that these differentials are closing, we will invest in people or systems to ensure that we maintain our competitive advantage.”