Baker Goodchild customer delight survey 2013

Baker Goodchild Reflects on 2013

Baker Goodchild – Customer Delight Survey 2013

Survey overview

Established in 1995 Baker Goodchild takes customer satisfaction very seriously. We surveyed our customers asking them to rate us on various criteria with a rating from 1 (extremely dissatisfied) to 6 (extremely satisfied). We summarise the survey findings in this article and infographic.

Survey criteria summary

A summary of the survey findings are listed below. These are rated 1 to 6, Baker Goodchild are delighted to reveal that the lowest rating is 5.80/6.00:

  • Willingness to share / transparency of services – 5.80
  • Cost effectiveness – 6.00
  • Flexibility for additions and changes – 5.90
  • Handling mail – 6.00
  • Responsive to complaints and queries – 5.90
  • Open and accountable transparency – 5.90
  • Resolution of discrepancies – 5.80
  • Staff telephone/email availability – 5.80
  • Booking/jobs turnaround times – 5.80
  • Quality of invoicing – 5.80
  • Service reliability – 6.00
  • Requirements interpreted quickly – 5.90
  • Disruption and contingency plans – 5.80
  • Mail distribution – 6.00
  • Mail production – 5.80
  • Discrepancy notification – 5.80
  • Delivery to agreed service specification – 5.80

100% of customers likely to use Baker Goodchild services again

A survey highlight was that 100% of all customers said they were likely to use the services of Baker Goodchild again in the future.

Customer comments

Don’t just listen to us; here is what our customers had to say in the survey:

  • “Our Account Manager has been incredibly helpful in investigating queries. He works tirelessly at seeking to understand and meet our requirements”.
  • “We are very pleased with the service provided and cost”.
  • “Very efficient and excellent service at all times”.
  • “Simple and straightforward service and our Account Manager was excellent”.

Direct mail statistics for 2013

Here are some supporting direct mail statistics for 2013:

  • 77% – Want to receive special offers via direct mail
  • 70% – Love direct mail which rewards loyalty
  • 62% – Love to receive direct mail which includes new offers

Business statistics for Baker Goodchild in 2013

Below we have summarised some key business statistics for Baker Goodchild during 2013:

  • 98% – Of referrals lead to new customer orders
  • 96% – Of customer quotations lead to a placed order
  • 93% – Of customer quotations to new prospect customers lead to a placed order
  • 82% – Of jobs are out within 0 to 2 days from notice
  • 35% – Baker Goodchild company turnover grew 35% in 2013
  • 10% – Of jobs are out within 3 to 4 days from notice
  • 8% – Of jobs are out within 5+ days from notice