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Customer survey results and responses - February 2009
Over the past decade Abbey Roadtank's commercial growth and success has been steady and sustained. But as with all competitive environments, success brings both recognition and scrutiny and, an ever increasing expectation of yet further improvements and innovations. We have consistently risen to these challenges with (to name a few) innovative tanker designs, deployment of state-of-the-art equipment, pioneering business development processes, and leading edge employee remuneration and reward mechanisms. In 2008 however, we decided to go a step further and engage our customers in a closer, more focused critique of our services through a formal Customer Survey. This was conducted for us by Keith Braithwaite, former Commercial Director of Barry Callebaut UK through a structured questionnaire and direct telephone discussion approach. Our aim was to formalize feedback received by other routes, and to pinpoint where additional effort was needed to achieve our goal of excellence through quality service. The results of the Survey are as follows: Number of customers who participated -- 29 Number of responses received -------------- 24 = 83% Average overall rating -------------------------- 3.4 across 8 categories
Customers who had cause to complain -------------- Yes = 20 No = 4 Satisfaction with ART Service & Quality ------------- Yes = 18 No = 6 ART performance versus other hauliers ----------------------- 3.4 ART performance in 2008 versus 2007 ------------------------ 3.6 Although these results suggest that our performance is above average across the range of topics surveyed, they fall short of our goal of excellence within all our operations and services. Of notable concern was the level of dissatisfaction with how we handle complaints, and some aspects of our approach to Customer Service. Arrangements are now in place which will enable us to deal more effectively with these and other areas as will be seen in our key responses below. Our customers feedback was open, candid, and very constructive. Whilst their comments covered a wide range of topics and were both positive and negative, most of the areas requiring improvement fell under the headings Communications and Punctuality. Adhering to delivery times and keeping customers informed were cited as key issues. We also appreciate however, the many encouraging comments acknowledging our superior reliability, our dependability in difficult situations, our 24 / 7 availability (right up to Director level), and of course our many innovative practices aimed at helping our customers to improve their efficiencies. Our Key Responses Analysis & Review - Our first response following the analysis of the survey was to convene a meeting of all ART Directors to critically review the findings and results. This led to a three day focused workshop in which our Directors systematically and rigorously overhauled our Quality System, ensuring that our Quality Procedures Manuals and Documentation were fully up to date with both the system and our corporate requirements. This was the starting point for a number of improvement changes that have since come into effect. Appointment of Quality & Compliance Manager - Ian Clark, previously our Operations Manager for the North West, has been appointed to the role of Quality & Compliance Manager. As such Ian will be the first point of contact for all quality matters and non - conformances. In the event of any incidents he alone will communicate with ART customers and other parties involved from commencement to satisfactory resolution of such events, and will draw on all appropriate ART resources in the conduct of his analysis and inquiries. This is intended to improve how problems and complaints are handled, and will counter the multi-personnel approach to problem solving which was so much a feature of the past. Ian will be responsible for overseeing the up-to-date maintenance of, and compliance with ART's recently re-constituted Quality System. Over the coming months he will complete a development programme to enhance his capacity to fulfil the duties of this demanding role. Dedicated Customer ‘Phone line - To improve the quality of communications with our customers, we have installed a new dedicated customer telephone line. The new number is 0151 9330999. Customers are asked to dial this number in the first instance for all Customer Service matters, and Claire will direct calls to the person most suitable to deal with the inquiry. This development is directed at saving customers time and frustration by having their queries dealt with promptly and efficiently. Driver communications - In addition to 2 above, Driver cab ‘phones have been re-programmed to improve communication efficiency with our Traffic Desk. This change will ensure that important calls from drivers don't "get lost" or held up in our system, and that prompt and timely communications with our drivers remain immediately current at all times. In turn this will improve timely notification to our customers of any changes to planned delivery or loading times. Vehicle Tracking - This new facility is now up and running and enables our customers to track their loads and locate their specific delivery vehicles 24 / 7 from anywhere in the world over a secure internet connection. Details on how to access the system can be found on our web site http://www.abbeyroadtanks.com/. We Supply - Our new Business to Business interface model will enable us to improve our commercial activities by integrating our business systems with those of our customers having suitable facilities to participate. "How's My Driving" - We have arranged with a private organisation to assist us to monitor how well our vehicles are driven on the public highways, and the courtesy of our drivers towards other road users. The question "How's My Driving" is displayed on the rear of our vehicles, together with a ‘phone number for the public to offer their feedback (positive and negative). Early indications are encouraging with more positive than negative feedback being reported. Traffic Desk - Following the Survey our Traffic Planners have been implementing an improved approach to answering and responding to customer ‘phone calls. Hopefully our customers will have noticed this improvement and will continue to offer us their feedback as appropriate.
We acknowledge with grateful appreciation the time and personal attention given by our customers to participate in this survey. |
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