CUSTOMER SATISFACTION SURVEY

A recently commissioned survey of 32 IMEX customers by independent management consultants Dutton Jones Associates.
The clients contacted represent a cross-section of regular and new customers who gave their opinions anonymously. The survey covered all aspects of IMEX services and asked to give a rating based on 31 questions. The results are summarised below.

•  83% of customers rated the accuracy with which IMEX was able to meet their requirements as Satisfied or Very Satisfied.

•  77% were Satisfied or Very Satisfied with the speed and responsiveness of services.

•  84% rated the ease with which it is possible to contact the person you are dealing with as Satisfactory to Very Satisfactory.

•  97% of clients rated the friendliness and business manner of IMEX staff Satisfactory to Very Satisfactory.

•  77% felt the knowledge and advice given by IMEX staff was Satisfactory to Very Satisfactory.

•  93% were Satisfied or Very Satisfied with the accuracy of invoicing.

•  83% agreed that quotations were prepared and delivered quickly following request.

•  97% said that quotations were always delivered to the right person.

•  90% of quotations were felt to be clear and easy to understand.

•  83% of customers were contacted to confirm delivery time and location before the delivery arrived.

•  87% rated value for money when using IMEX as either Good or Very Good.

•  77% of clients who had experienced difficulties with a job felt that the problem was resolved quickly and satisfactorily.

•  95% of customers rated IMEX service the Same, Better or Much Better than other similar companies.

•  90% gave an OVERALL SATISFACTION rating for IMEX' services as Satisfied or Very Satisfied.

Conclusions of Dutton Jones Associates

'The vast majority of the company's clients are pleased to be doing business with IMEX, find that its services meet their needs in terms of quality, efficiency and value for money. The major strength identified is that clients find the staff pleasant to deal with and feel that this is one of the best aspects about dealing with IMEX.'

Customer Quotes

What do you like most about dealing with IMEX?

"Can talk directly to the designers"
"Are easy to contact and friendly"
"Ease of dealing with them as they're so efficient, so it feels safe dealing with them as they know how we work"
"Personal attention and attention to service"
"Very personable and good at explaining things to someone who's not got a technical background"
"Friendliness and willingness - they don't just want our money"
"Very professional and friendly and produce things just as you ask"
"Good quality print - the designers' good to contact and work alongside and really nice guys to work with"
"The girls are polite and friendly. Pleasant people all round to deal with and competitive on prices"