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2009 customer satisfaction survey introduction Customer satisfaction is every company’s priority...well at least it should be...it certainly is ours! Our annual customer satisfaction survey is therefore crucial for us to improve and to provide a service befitting of our customers requirements. Without your excellent feedback we would not have the opportunity to meet your needs. Thank you very much for your feedback. It’s very much appreciated.

a: services 1. Our availability when contacted

2. Our commitment to friendly customer service 90% 80% 70% 60% 50% 40% 30% 20% 10% 0%

Excellent

Good

Too slow

0%

20%

40%

60%

80%

100%

Excellent. Quite good Very friendly but get better elsewhere

Friendly but not always helpful

3. Our understanding of technical information 60% 50% 40% 30% 20% 10% 0% Excellent. Always very helpful

Good but require more

Not enough product knowledge

Never required any


2009 customer satisfaction survey 4. Our alternative language sales team and website

Excellent

Good

No requirement

0%

10%

20%

30%

5. Our commitment to ISO 9001 quality

40%

50%

60%

70%

80%

6. Are we good value for money? 60%

14%

50%

43%

V. important Not important No interest

43%

40% 30% 20% 10% 0% Excellent

7. Our commitment to on-time delivery

Quite good Reasonable

Too expensive

8. Our packaging of products

9%

43%

Crucial Not important

91%

Excellent 57%

Good


2009 customer satisfaction survey 9. Our minimum one-year warranty offer

Excellent

Standard

Should be longer

0%

10%

20%

30%

10. Our online latest news

40%

50%

60%

70%

11. Our Twitter

60%

5%

50% 40% 30%

Great

20%

Never used

10% 0% V e ry u se fu l

Ne e d m o re ind u st ry n e w s

Do n 't re ad it

95%

Quite good

Not useful

12. Our marketing 50% 45% 40% 35% 30% 25% 20% 15% 10% 5% 0% Excellent

Never noticed

80%


2009 customer satisfaction survey b: accounts 13. Our flexibility of payment options

Quite good

Great flexibility

0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%

14. Have you ever been contacted by Eurosales Finance, our factoring company?

No

Yes

0%

10%

20%

30%

40%

15. How often do they contact you?

50%

60%

70%

80%

90%

100%

16. How quickly do they respond to your queries?

33%

34%

Once a week + Once a week Seldom 33%

50%

50%

Immediately Quickly


2009 customer satisfaction survey c: online account manager 17. What is your opinion on our Account Manager service?

Quite useful Too slow Never used 0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

18. Account Manager features: i) Processing orders

ii) Tracking orders

29%

33%

Quite good Too slow

57%

Very useful 50%

Slow updating

Never used

Never used

14% 17%

iii) Raising RMAs

iii) Requesting RFQs

17% Useful process 17% 66%

40%

Don't like

Ser. no.'s difficult Never done it

Never used 60%


2009 customer satisfaction survey 19. Any further features for Account Manager?

No

Yes

0%

20%

40%

60%

80%

100%

120%

60%

80%

100%

120%

20. Anything you don’t like on Account Manager?

No

Yes

0%

20%

40%

21. Why do you not use Account Manager?

Don't trust it

Not familiar with it

Prefer to deal with sales contact

0%

5%

10%

15%

20%

25%

30%

35%

40%

45%

50%


2009 customer satisfaction survey d: website 22. Do you like the look of our website?

23. Did you find our website easy to use?

11% 25%

Very good

22%

Yes

Quite good

Quite easy

50%

Not very good

Confusing

67% 25%

24. Do you use our multi-part search?

Yes

No

0%

10%

20%

30%

40%

50%

60%

70%

25. Do you always find what you need? 40% 35% 30% 25% 20% 15% 10% 5% 0% Usually

Sometimes

Occasionally

Seldom

80%


2009 customer satisfaction survey 26. Why do you not use our multi-part search?

Not accurate

No requirement

0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

27. Would you like to see any of the below features on our website? 45%

40%

35%

30%

25%

20%

15%

10%

5%

0% More technical data

Live chat

eCommerce shop

More industry news

More languages


2009 customer satisfaction survey e: you 28. What is your first port-of-call when buying parts? 40% 35% 30% 25% 20% 15% 10% 5% 0% Search engine

Part broker site

Charterpoint

Alternative supplier

29. Which manufacturers do you purchase the most of?

A—J 18% 16% 14% 12% 10% 8% 6% 4% 2%

Ju ni pe r

M IB

HP

Hi ta ch i Ho ne yw el l

Fu jit su

Ep so n

EM C

ll De

DE C

Cl on e

Ci sc o

no n Ca

Ap pl e

Ac er

0%


2009 customer satisfaction survey K—Z 6% 5% 4% 3% 2% 1%

Di gi ta l

ba W

es te rn

To sh i

bo l Sy m

Su n

Se ag at e

tu m Qu an

PS C

In c.

R NC

M em or ex

m ar k Le x

ov o Le n

a Ky oc er

Kr on os

0%

30. Which products do you purchase the most of? 35%

30%

25%

20%

15%

10%

5%

0% Computer parts

Servers

Desktops, laptops etc

Printers, printer parts

Comms

EPOS

Datascanning

Time-clocks


2009 customer satisfaction survey 31. In what condition do you purchase IT hardware?

New

Refurbished

New open boxed 0%

5%

10%

15%

20%

25%

30%

35%

40%

45%

32. Where do you buy your IT hardware? 40% 35% 30% 25% 20% 15% 10% 5% 0% UK

Europe

US

China

33. How much do you spend on IT hardware each month? 40% 35% 30% 25% 20% 15% 10% 5% 0% £1 -£999

£1000£4999

£5000£9999

£10000£14999

£15000£19999

£20000£29999

£30000£39999

£40000£49999

£50000£59999

£60000+


2009 customer satisfaction survey comment Once again the results of our customer satisfaction survey have been fruitful in providing areas for us to improve our service, so thanks again for taking part. We’re never too surprised to find the general quality of service and your customer experience generates excellent feedback. This was the case again with a great response regarding our service levels. Our customer friendliness, alternative languages, on-time delivery, packaging of products, Accounts payment options and commitment to ISO 9001 quality all scored well with your feedback. Areas to improve: clearly our technical knowledge is something we could develop and we’ll be making steps to do so over the coming months. We will also take another look at our warranty offer as one or two of you feel this should be available for a longer period. We see many of you have not quite got to grips with Twitter yet. We think this will become a more and more important factor over the next few years so watch this space as they say! Similarly to Twitter, we notice not all of you are taking full advantage of our online Account Manager service. We want you to have the opportunity to manage your account as conveniently as possible, hence have made all your details accessible to you 24 hours a day / 7 days a week. The further we progress the more central we expect this to be to customer communication market-wide so do make full use of it if you can. Its simple to use and very resourceful. Improving our website has been high on the agenda for some time and now we have the benefit of your excellent feedback we realise where we can improve here. You’ll see these changes first hand over the coming months so do keep an eye on our site. We’ve got some interesting features lined up which we think you will find useful. Thanks also for completing your details with regards to the products you’re most interested in. We try our best to stock according to your requirements and this should help us provide more of what you want, when you want. To summarise, feedback has been what we wanted. You’ve helped point us in the direction of what you require technologically, whilst also confirming you’re pleased with the general service Charterpoint Limited provide. A BIG THANK YOU FOR TAKING PART

All the best Charterpoint Limited

Tel: +44 (0)161 947 8876

feedback@charterpoint.com

www.charterpoint.com

2009 Customer Satisfaction Survey  

Our 2009 Customer Satisfaction Survey. View what we did right (and wrong) in 2009.