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Customer Survey Results 2020
"We have received uninterupted supply in 2020 despite the impacts of COVID19. This has been most welcome and critical to our business given that we operate in the pharmaceutical industry and patients rely on our products. NF have also worked hard to ensure they are well prepared ahead of Brexit and supporting our business to ensure we are in the best possible position to avoid disruptions."
100% of our customers felt we handled the COVID problems well
Conclusions
This was the 20th year of the survey and ‘Quality of Film’ has remained our customers number 1 priority with ‘Reliability of Delivery’ being number 2 in more recent years. ‘Value for Money’ has moved back to number 3, overtaking ‘Helpfulness of our Sales Team’. ‘Value for Money’ is our most improved area in 2020. Our ambition remains to move everyone into the ‘Very Satisfied’ column.
Quality of film
A small decline here which is disappointing – we recognise the need for 100% quality compliance.
Reliability of deliveries
Our first full year of a 20% rebate on any deliveries not OTIF and again, we need to get 100% ‘Very Satisfied’ replies.
Value for money
A really great improvement here, but still a long way to go to get 100% of all our customers being ‘Very Satisfied’.
Helpfulness of our sales team
A great effort to maintain 98% ‘Very Satisfied’ rating in a difficult year. Thank you for all the CC citations.
Response to complaints
Lots of N/A here and 98.7% internal QA compliance shows in the improvement recorded, reflected in the survey.
Free stock service
A % point down and less ‘Very Satisfied’, but supplier and haulier isolation and lockdown has caused problems during the year.
Plastic Reduction Programme
This is still of major interest to our customers. We will re-start the Packaging Consultancy Surveys to reduce any film wastage ASAP.
Thank you again for your record response. Please see our website for the prize winners, along with a breakdown of the various categories highlighted.
Barry Twigg
Chairman
NB all these figures are independently audited as part of our ISO 9001: 2015 accreditation