We are deeply grateful for the feedback received in our recent three-month customer survey. It not only highlights our strengths but also sheds light on areas where we can improve. By listening to our customers and acting on their suggestions, we continue to evolve and strengthen our value proposition.
The key areas reviewed in our recent survey were as follows:
1. Service Quality & Technical Support
All but two customers rated our commitment to delivering exceptional service, quality and technical support as excellent or over 80%. The feedback from the two customers who regarded our service as average highlights opportunities for us to refine and elevate our offerings further.
2. Speed of Service / Feedback
The fact that 67% of respondents rated our speed of service and feedback as excellent is a testament to our dedication to agility and rapid response times. The constructive feedback from the one customer who rated us below average was extremely valuable, providing us with a precise area to target for improvement.
3. General Professionalism of Organisation
Professionalism is a cornerstone of our organisational values, and it’s encouraging to see that 67% of our customers perceive us as excellent in this regard. Nevertheless, we have acknowledged the feedback from the customer who rated us as average and are committed to enhancing our professional interactions.
4. Queries – Competence of Staff
Our team’s competence in handling queries is crucial for our success. While the majority view our staff as excellent, we recognize that there is room for improvement, particularly from the feedback of the four customers who rated us as average.
5. Overall View of the Organisation
The overall perception of our organisation is overwhelmingly positive, with 63% of respondents rating us as excellent. We are committed to maintaining and enhancing this positive perception by addressing the areas highlighted by our customers.
Actionable Insights and Future Improvements
In addition to the numerical ratings, we received numerous comments and suggestions. These have sparked internal discussions and provided us with specific opportunities to tailor our approach in how we meet the unique needs of our customers.
Our agility and speed to market are key differentiators, allowing us to collaborate effectively with our customers, helping them to sell more and reduce costs. We take pride in our capability to maintain operations during power outages and load shedding, ensuring that our customers receive uninterrupted service.
Triumph Packaging believes listening is a powerful tool that fosters understanding, builds trust, and encourages collaboration. By truly listening, we acknowledge the perspectives and needs of our various stakeholders including Customers, Suppliers, Employees and anyone who cares about our business.
As we move forward, our focus remains on leveraging these insights to drive improvements across all aspects of our service. Thank you to those customers who participated in the survey. Your feedback is the foundation of our commitment to delivering exceptional value. Together, we will continue to grow, innovate, and achieve greater heights.