Industrial Packaging Publishes Customer Survey Feedback

SCA Packaging UK invests in open feedback by publishing their 2011 Customer Survey.

SCA Packaging UK Industrial Division Sales & Marketing Director, Peter Foot, explained: “These days, buyers of many products and services base their buying decisions less on what the supplier tells them about how good they are and more on Feedback ~ established by the likes of eBay & Amazon.

The company commitment to publish the data, good or bad, before we issued this survey, demonstrates our confidence about our customer offering and our drive for continuous improvement. Being transparent about the things our customers value & the areas where we could do better, supports a culture of improvement. The publication on our website of the survey feedback is also a convenient way to share data with all customers who took part and for them to see how their views compare with others.”

141 responses from 260 customers surveyed, represents a 54% return rate for this year’s survey, a very high response for surveys of this type. This year, SCA added an additional question: “If asked by a third party about SCA Packaging, what would you say?”  The answers to this question have also been published, in full.

Mr Foot went on to explain that in the 8 areas surveyed, Product Quality, Delivery Performance, Value for Money, Employee Attitude, Technical Support, Complaint Handling, Product Range and General Support, there was an improvement against last year in every single category! “We had expected that following the industry raw material increases over the last 12 months that customers might have been influenced negatively when answering the question about “Value for Money” but it was gratifying to see that customers still appreciate Value and not just Price.”

The question concerning “Employee Attitude” resulted in a 93% satisfaction rate which has seen a year on year increase, over the last 4 years. As Mr Foot reflected: “Machines and factories are of course very important for a manufacturing business, but Employee Attitude, whether the receptionist’s, the lorry driver’s, the machine operator’s or that of our sales people, is what makes our business special.”

For more information, please contact

SCA Packaging Hinckley
Dodwells Road
HINCKLEY
Leicestershire
LE10 3BX
Tel:  01455 251400
Fax:  01455 251404
E-Mail Enquiries:  Industrial.info@sca.com