A survey undertaken by Seafield Logistics shows a high level of satisfaction amongst customers. The Customer Service Survey is an annual initiative as part of the company's Key Account Management Programme. This year shows the best results to date.
Seafield has been running a formal Account Management Programme for two years. The programme was set up as a result of a strategic review by business consultants that resulted in a raft of recommendations being implemented. The review identified customer relationship management as being an area that the company needed to work on in order to improve service delivery.
The latest Customer Service Survey has given Seafield's management some very encouraging results. 100% of customers taking part said they would recommend Seafield as a supplier and of those customers who have only used Seafield on an occasional basis 100% would use Seafield again. Overall customer service was rated excellent by 47%, good by 40% and adequate by 13% with no customers selecting a negative option.
Perhaps the most heartening results were in the customer feedback. In relation to their experience with Seafield, customers comments included, “Very professional, always polite, paperwork received with every load”; “More than willing to help on every occasion”; “Good relationship for the past 25 years”; “From the MD down the staff are very customer focussed and the tanker side is exceptionally good” and; “Could find no faults, had an excellent service”. One customer even described Seafield's service as “Wonderful”.
Although delighted with the results, Managing Director Mark Strong is well aware that there is always room for improvement and in such a competitive market he stresses, “We are only as good as our last job and so we must continually look at how to work harder and smarter for our customers”. However he adds, “It is very gratifying to know that our customers really do see us as being focussed on them”.
Customers of Seafield Logistics include, Ardagh Glass, Corus, Dow Chemicals, Gainsborough Showers, Kinnerton Confectionery, Makro, Nestle Purina, Sharp Interpack, WBB Minerals and