VERIFYNE PLASTICS | CUSTOMER SURVEY CASE STUDY

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Verifyne Plastics Products Ltd are one of the UK’s leading specialists in design and bespoke manufacture and processing of a wide range of materials from commodity polymers to precision engineering grades of material. The Company achieved BS EN ISO 9001-2000 registered for Quality in just 5 months which emphasised the commitment placed on its services to its customers.

Scancapture were selected in 2012 to carry out a detailed survey on behalf of the company to measure and monitor the level of customer satisfaction, and to identify areas for improvement or celebration.

Reviewing low responses from previous surveys which Verifyne had conducted in-house, Scancapture recommended two methods to boost the number of responses. The survey was first sent to Verifyne’ customers by invitation email explaining clearly what the survey was, why it was being sent, and what actions would be taken with the results. A clickable link took the customer to an external website where the survey was hosted by Scancapture and completed online. Over 30% of customers responded to this first email. A reminder email was issued to non-responders a week later which further boosted response to almost 50%.

The customers who had not responded to the email invitations were called by Scancapture’s call centre staff who then asked each to complete the survey over the telephone, achieving almost 100% response for the project, thereby providing a comprehensive insight.

Alan Holderness, Managing Director of Verifyne Plastics said “We have previously used our own customer appraisal forms, and had very little response. I was very encouraged by the method and response Scancapture received from the very same customer base. The questions that were asked gave us a far better understanding on what our customers really thought about the service we give. The questions were tailored to achieve a better understanding where we were going right and where we were sadly going wrong, which our previous surveys failed to give. We were delighted by the comments and will use them not only for continual improvement, but also to highlight on our web site. Overall I think that the survey was value for money, and will certainly look at further work using Scancapture Ltd.”

To find out more about how our customer survey services can help your organisation please contact the Scancapture team on 01254 697 110…