Published: 18/03/2022, 11:30

 

Are we delivering on our promises? How could we improve? Participate in our 2022 Customer Survey so we can meet – and maybe exceed! - your expectations

 

We are excited to announce this year’s Customer Survey has now been launched, with more than 250,000 customers invited to participate across the entire Rubix group of companies. We encourage you, our valued customers, to participate in this annual survey as it genuinely helps us to improve all aspects of our business offerings.

In the UK, a key part of the 2022 Customer Survey addresses how we have performed against the three customer promises we made in 2021:

1. On-time delivery: We promise we’ll deliver what you order on time and in full whenever possible. If we can’t, we’ll let you know in good time and provide a solution.

2. Account management: We’ll communicate more often to ensure you know who your key contact is. They will make sure you have access to our range of specialist value-added services to help manage your inventory and drive out costs and bring in our product experts whenever you need them.

3. Customer service: We promise to respond to your enquiries within an hour and will get the majority of quotes back to you the day we receive them. We will then manage and track your orders, keeping you updated throughout.

In addition to these company wide customer promises, we also empowered our UK nationwide branches to develop their own set of customer promises.

Since the 2021 survey, we have put in place a number of measures to help us achieve these promises in the UK. This has included new projects to increase product availability, improving our digital offering, and placing a greater emphasis on working in partnership with customers. Our new Rubix Academy E-learning Training Module has been highly beneficial in this, providing our colleagues throughout the business with the expertise to deliver on our promises.

Of course, this is an ongoing, organic process, but meeting customer expectations is a top priority and we are working hard to achieve this. By completing the 2022 survey – which we’ve made shorter this year – you can assist us in this important task. Please be sure to check your inbox for our Customer Survey, which was sent out this week.