In 2008, over the course of the year, our "Client Satisfaction Evaluation" campaign was once again carried out, using a questionnaire proposed by our sales staff in Italy and abroad.
As with the previous survey, the questionnaire asked clients to judge (expressing personal evaluations) aspects that ranged from packaging to delivery times to the competence and reactivity of Caleffi personnel.
The results obtained were then used to calculate a Customer Satisfaction Index (SI), which this year reached a value of 94.88 (the precedent result having been 93.64).
The evaluations expressed help the company to analyse its procedures and processes in order to come up with solutions and improvements that address the difficulties expressed.
This has been helped by the fact that, as well as choosing one of various predefined options, each Client interviewed could also comment freely and point out any problems encountered.
- USE OF COMPUTER TOOLS
- one question regarding preferences on tools for seeking information
- a judgement on our website's accessibility
- and a question on the usefulness of our digital newsletter.
1. Preferred means of seeking technical information:
No less than 60% of clients continue to prefer the use of printed documents, 34% prefer to consult our website and only 6% habitually make use of the CD/DVDs.
2. Evaluation of the accessibility of the website www.caleffi.it:
81% find our site easy to use, 17% unfortunately continue not to use it, and 2% consider it confusing and incomplete.
3. Opinions on the usefulness of the Caleffi digital newsletter:
This is one of the most challenging results for us, in terms of future communications initiatives, since a worryingly high proportion of 45% were not even aware of the newsletter's existence, and 5% found it of little use or didn't even read it.
We take this opportunity to thank all those Clients who took the time to answer the questionnaire, and to assure everyone that the company will do its best to take every possible step to eliminate causes for any dissatisfaction and improve the services offered.
The next survey will be carried out in 2011.