Customer survey ticks all the right boxes for Bell
A customer satisfaction survey conducted on behalf of Bell Equipment UK has scored the highest result seen worldwide in recent years – across any industry.
International customer survey specialists InfoQuest have carried out a survey of more than 60 of Bell’s customers this year [2012], and said the results were ‘exceptional’.
The responses, based on 56 questions covering all aspects of Bell’s business, found that 75 per cent of customers were ‘totally satisfied’ with Bell.
And when compared with the levels of ‘total’ satisfaction achieved by the 130,000 businesses surveyed by InfoQuest since 1989, Bell’s percentile rank is 96 per cent, with the average company scoring only 62 per cent.
John Coldwell, managing director of InfoQuest’s UK subsidiary, which administered the survey, said: ‘Remember, we’re not just talking about customer satisfaction here - this example refers to total customer satisfaction. Very few companies ever get close to the figure that Bell have achieved.
‘It is certainly the highest score that we’ve seen in any industry here in the UK for a number of years and one of the highest, worldwide, ever. In short, it was exceptional. A cracking set of results, which everyone at Bell should be very proud of.’
The InfoQuest survey involved customers answering a range of questions by selecting an appropriate response from the deck of answer cards provided and slotting the card into the corresponding compartment in a segmented box.
Subjects ranged from parts provision and warranties to sales support, invoicing and general relationships.
In some areas, Bell scored even higher than the 96 per cent (percentile rank) achieved in the customer satisfaction section. They scored a percentile rank of 97 per cent in terms of ‘ease of doing business’, 98 per cent for ‘business practices’, 98 per cent for ‘customer support’ and 99 per cent in terms of the management of Bell.
Neville Paynter, managing director of Bell UK, said the survey was commissioned as a genuine attempt at reviewing Bell’s business processes from the customers’ perspective, rather than by assumption or anecdotal evidence. ‘We’re absolutely delighted with the results. It shows that all the hard work our team has put in here is paying off.
‘Our quest for continuous improvement does not stop there though. Exceptional or not, we are never complacent and we can always improve.
‘The survey has in fact helped to highlight a few areas where we will be concentrating our focus, such as faster response times for breakdowns.’
Mr Paynter also said all product improvement suggestions had been passed on to Bell’s R&D team in South Africa. These included a request for better quality radios for operators working in remote regions of Scotland.
