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Excellent customer service equals high customer satisfaction.
With a focus on long-term relationships, we do whatever we can to understand our customers' experiences. The following tools help us keep a good pulse on how we serve our customers.
Monthly Customer Satisfaction Surveys – We ask all of our customers with new part numbers to participate in a satisfaction survey. We want to know how well each of our processes work, from estimating and manufacturing to packaging and shipping. From these results, we determine if there are any product quality issues that they may have experienced, if we need to make any procedure changes, or if there are any employee training opportunities we can do to improve on our work.
Besides focusing our efforts on continous improvement opportunities in all areas of our organization, knowing what our customers think helps us build stronger relationships with them. It's simple, we are not satisfied until our customers are completely happy.
Annual Customer Surveys – Every year, we commission a survey administered by a third party vendor. The survey helps us understand how we compare to our competitors. In 2010, we ranked #1 in the aluminum extrusion industry for "customer loyalty" and "ease of doing business." While we are happy with these results, we know there is always room for improvement. By encouraging and engaging in open communication with our customers, we can better understand their point of view and take action to do better.
In everything we do, we live by our values. We focus on maintaining open and honest relationships with our customers. Without exposing ourselves to what they really think and making every effort to earn their trust, we would be just another supplier.
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