| Shortly after despatching an order, we email our customers and ask them to spare a few minutes to complete a short customer satisfaction survey.
We use the information provided to help us identify what we're getting right and what areas, if any, we need to improve on.
The graphs shown below are extracted in real time from the responses provided to our survey.
Overall, how would you rate the service you received from us?
Our aim is to provide all our customers with an excellent service, but we're reasonably happy with a 'Good' rating.
We review any responses of Average or worse to see where we've gone wrong and to ensure we don't make the same mistakes again.
Do you think the description and images on our website accurately reflected the items you ordered?
We appreciate that one of the difficulties with shopping online is that you can't see an item before you buy. We do our best to ensure that our descriptions are accurate and include as much information about the item as possible.
We review any negative responses to this question and make changes or add additional information where appropriate.
Did you receive your order within the estimated delivery time listed on the product description?
We provide an estimated delivery time for all our products, we use the responses to this question to help us ensure those estimates are as accurate as possible.
Obviously we're aiming for 100% here, some of the negative responses are due to delays in the postal system which are outside of our control, however we review all negative responses and check that orders have been despatched in good time, where there have been delays on our part, we assess the reasons for this and take steps to ensure they don't occur in the future.
Did your order arrive well packaged and in good condition?
We try to use the minimum amount of packaging possible that will ensure that your order arrives in perfect condition. This helps keep our costs (and therefore our prices) down and reduces waste.
We try to reuse as much packing material as we can and, where possible, use recylable packaging.
We review any negative responses and alter our packaging where necessary (and we obviously replace any items that do arrive damaged)
Would you shop with us again?
We think this is a good overall indication of how satisfied with our service a customer is.
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