In March this year, Caparo Testing Technologies (CTT) launched its extensive customer satisfaction survey. Over the space of two weeks more than 100 customers answered a number of questions, which will help the business benchmark its performance and work towards improving service delivery in the future. Steve Hayes, Quality Manager at BPE Aerospace Ltd, was the lucky winner of an Apple IPad; his name was drawn at random from the list of all clients that provided their feedback.
As a part of its extensive improvement programme, Caparo Testing Technolgies was interested in finding customers’ opinions on a range of performance indicators, such as overall quality, speed and accuracy of response, delivery, price competitiveness, etc. The business was keen to find out what it did well but was equally interested in hearing about areas where performance was falling short of expectations.
CTT was pleased to learn that 88% of current customers thought that the overall service quality was excellent. Furthermore, 81% believed that the speed, at which CTT responds to their needs meets or exceeds expectations, and in 74% of the cases the business delivered services on time. Also 81% thought that Caparo responded adequately to needs based on their requirements.
As Caparo Testing Technologies prides itself on the ability to stay close to customers, the business was pleased that 89% thought it listens and understands clients' business needs very well. 87% of all respondents said CTT provides great customer service and 71% said it responds to requirements with 24 hours.
The company is grateful to customers that have requested or suggested other services that they would like see CTT offer in the future. Caparo is currently looking at the possibilities to add new services and as soon as they become available it will notify all clients.
To aid customers who are looking for an immediate response the business will shortly be introducing an online payment facility. In this manner, anyone with urgent requirements our-of-hours will be able to use the new system to make a payment. CTT will then be able to dispatch one of its qualified technicians to site straight away, regardless of the time of day.
For customers outside of the United Kingdom, the business is also looking to launch a website in a number of other languages, starting with German, French and Italian. The expectation is that these will be available within the next 3-6 months.
For more information on the Caparo Testing Testing services, any feedback (positive or negagive) or for a quotation please visit the CTT website www.caparotesting.com or call Carl Hamer on 0800 121 4602 or email chamer@caparotesting.com.