Results of the WHP Customer Survey . . .

As many customers will already know, White Horse Press has recently been conducting a customer survey in order to gain an insight into how you see us as a business. Our thanks to all of you who took the time to complete the form – we appreciate your comments and have already begun to put some actions in place to solve some of the issues that were highlighted.

Scores were given in answer to a range of questions about the company and its performance. Scores awarded ranged from 1 to 5, with 5 being excellent.

Firstly, we were delighted that our key focus, the finished product, scored highly. Asked about the overall quality of the finished product, 96.4% of respondents scored WHP 4 or 5. In addition to this, when asked to compare WHP with other suppliers’, scores were also skewed to the top end, with 82.6% scoring 4 or 5.

From all answers to all questions the response was very favourable, with 77.78% of all scores registering a 4 or 5.

Areas that you highlighted for us to look at closely centred mainly on trouble-shooting issues, and, in particular, the issue of being able to contact our Customer Service Representative’s (CSR’s). As a result of this information we have made some significant changes within the CSR teams. Firstly, we have appointed an additional member to each of our CSR teams, their role is to chase jobs in the factory. We have also begun the task of incorporating our studio and CSR team’s so that there is a closer working relationship between these members of staff.

Specifically with regard to making contact with the CSR’s, we have installed a new automated telephone system to further focus on direct contact.

We were pleased to see that regarding the knowledge and guidance provided by CSR’s 88% of you scored them 4 or 5.

One final area worthy of special mention is our turnround time, with a very high level of respondents scoring a 4 or 5 regarding the speed of delivery, and 88% scoring a 4 or 5 with regard to the clean and tidy file copies provided to you.

Again, we thank you for your assistance in compiling these results, and we will look to undertake further survey activity in the future.

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