www.meridianwest.co.uk

Kent Blaxill customer & staff feedback

KBs are listening to the views of staff and customers....and are taking action to deal with issues

• Customer survey– 607 customers– Good cross section

of customers• Branches• Builders, decorators

and retail

• Staff survey– Telephone

interviews– On-line survey– Staff workshop

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Thank you for your feedback

68% of customers rate their relationship with Kent Blaxill as either ‘very good’ or ‘outstanding’

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“Professional knowledgeable staff in all departments, supplying quality products.” (Private householder, Colchester)

“We always prefer to use Kent Blaxill in Colchester as they always give an outstanding after sale service nothing is to much bother for them” (New Home Developer, Colchester)

Helpfulness and knowledge of staff and product quality and range are our strengths

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Website

Easy to contact by e-mail

Invoicing and credit control

Attractiveness of the main branch you use

Reliability / efficiency of delivery

Easy to contact by phone

Breadth of product range

Technical knowledge of staff

Quality of the product range

Friendliness and helpfulness of staff

0% 20% 40% 60% 80% 100%

Outstanding

Very good

Good

Fair

Poor

N/A

Some staff are really excelling

• “I always find the staff in the painting dept in Colchester very enthusiastic, helpful and informative.....they are always happy to help and are most definitely an asset to your company” (Decorator, Colchester)

• “Excellent service every time I use the Norwich branch, getting what I need.” (Builder, Norwich)

• “we find that the Ipswich branch staff are very help full that's why we go there all the time” (Builder, Ipswich)

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But we have five challenges!

1. Customer satisfaction varies between branches

2. Some staff are unfriendly and

unhelpful

3. Complaints about the phones

4. Inaccurate deliveries

5. Internal communication needs

to improve

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1. Customer satisfaction varies between branches

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Bury St Edmunds

Melton

Colchester

Norwich

Sudbury

Ipswich

Baintree

Kirby Cross

0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%

Outstanding: ‘I received everything I expected and more’

Very good: ‘Everything lived up to my expectations’

Good: ‘Almost everything lived up to my expectations’

Fair: ‘Most things lived up to my expectations’

Poor: ‘My expectations were not met’

High performers

2. Some staff are unfriendly and unhelpful

• “…Out of all the merchants in Bury we find KB's to be the worst for yard staff. They are slow, unhelpful and unobliging. We would do much more business with you if you were more efficient in this area.” (Builder, Bury St Edmunds)

• “I have been using Kent Blaxill for at least 35 years and have always found them to be brilliant until the last few years. The helpfulness of staff has really gone downhill and to get staff to do anything for you - they have a "can't be bothered" attitude! I know this is not just my opinion as many in the business are now going elsewhere! (Landscaper, Colchester)

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3. Complaints about the phones

• “Phone service, sometimes no answer, sometimes other departments pick up who cannot help.” (Decorator, Ipswich)

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4. Inaccurate deliveries

• “Delivery has been a problem recently. Wrong products being delivered to wrong locations.” (Maintenance contractor, Colchester)

• “…Some times I have three deliveries in one day! the left hand should know what the right hand is doing and vans lorry's should not be sent out quarter full. Why can't a glass lorry bring out a can of paint or bag of salt for example?” (Carpenter/joiner, Colchester)

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5. Internal communication needs to improve

• Staff need to feel part of one company - not sectioned off into small departments - I think this is improving but it has been like that for many years. Staff need to be pro-active in communication and not sit back thinking 'well no one told me' but actually ask questions and look interested in what else is going on?

• sometimes a "well done" is all that is needed the company is quick to criticise and slow to say acknowledge success.

• Have monthly or quarterly chats with members of staff to see if they are happy and allow them to voice any concerns, this way nothing will remain un-addressed and lead to disgruntlement.

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Chat

Kent Blaxill is committed to improving customer service and internal communication

Actions we have already taken

1. Improved Timber products. 1. Sales already up

2. Developed Customer Charter

3. Training programme being developed

4. Awards for great customer service

5. New account management 1. New sales coming in

Plans for the future

1. Annual presentation to the staff from Simon Blaxill & Kevin Sturdy on financial performance and strategy

2. Annual social event 3. Monthly - short meetings with

line managers. All information needs to be cascaded down to everyone (this to include KPIs)

4. Andy mc agreed to look at operational KPIs for the different departments.

5. Repeat the staff and cust0mer survey next year to monitor improvement

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What can YOU be doing to help?8 good habits for serving customers

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1.Greet in a friendly way

2. Supply your name

3. Listen to them

4. Give advice to help them make the

right choice

5. Try to say “yes” not

find a way to say “no”

6. Keep promises -

Take responsibility for the order

from beginning to

end

7. Help with loading and

carrying materials

8. Pick up the phone. Return calls

& emails within 3 hours.

But this is a journeyIt will take time but let’s keep moving forward

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