Customer service survey

Customer service is a top priority for Larson-Juhl and so it was very important to run a survey earlier in the year to understand where the company is delivering well and where there are improvements to be made. With over 200 responses received, sales & marketing director Matt George and his team have since been digesting the results and implementing changes and improvements accordingly. Some things were quick fixes like adding corner protectors to mountboard packaging while working on web improvements is more of a long-term project, although significant adjustments have been introduced already.

According to Matt: “Overall, we were really, really pleased with the findings of this survey with over 80% of respondents rating us seven or above regarding recommending us to a framer friend and we were delighted to receive comments such as those below.”

Comments

“Simon is very knowledgeable about the products and the needs of the framer. He is always professional and quick to respond to any issues. Best rep!”

“Seb goes above and beyond for me at every possible opportunity – he always gets back to me and if Larson-Juhl don’t have the solution I need he points me in the right direction”

Service, quality and the range and variety of products were confirmed as the most important factors to framers when it comes to mouldings – all of which are at the very heart of our culture.

Left to right: Hannah, Alice, Carmela, Alessia, Tracey, Shanice and Shona

Website Info

Many improvements to the website have been made this year, and the team will continue to look at new features and innovations to make the online journey as smooth and easy as possible. Over 70% of transactions are now made online as more and more customers opt to operate ‘digital first’.

Specifically, Matt says: “On the website, we are now using the framed images and marketing descriptions from the catalogue. Customers will be able to click on the framed image to blow it up to full screen.

The Team

Tracey Masters and her customer service colleagues were praised for their courtesy, responsiveness, willingness to help and overall competence. They knew they needed to work on upping their knowledge of product detail across the 2,000+ range and this has been a focus over recent months. The new showroom has actually proved to be a fantastic environment for training!

Tracey’s team comprises Shona Fairley, Shanice Charles, Alessia Lowe (customer care supervisor), Carmela Marano, Alice Flynn and Hannah Stringer.

Many thanks again to all those who completed the questionnaire – the plan is to repeat the customer survey on an annual basis.

Finally, Matt was very pleased with the feedback about the area sales managers who all work incredibly hard to deliver a responsive, tailored service to each customer. Their knowledge and professionalism being rated especially well.