UK Flat Pack Furniture Assemblers

Customer Service Results

Flat Pack Amigos commissioned 365 Direct to survey 130 Private Customers in March 2007 who used Flat Pack Amigos in run up to Christmas 2006.

These are the results from those that were questioned.

Overall:

• 93% Were satisfied with the overall assembly, 4% weren't sure?

• 97% of customers were pleased with the service

• 97% felt the price paid was fair

• 97% would use FPA again, 3% were not sure

Clearly we would like this to be 100% and we are looking into how to address these areas.

Estimated Charges:

• 100% stated the method of charging was clearly explained when they made the booking.

• 84% agreed the price estimated was roughly the amount they expected to pay (or less) when they contacted us.

Actual Price Paid:

• 96% paid the estimated amount.

• 100% stated the actual price charged was clearly explained when payment was requested.

Punctuality:

When you book you will normally be given a timed appointment slot.

• 76% of assemblers were on time*

• Of those that were late

  • 80% notified the customer in advance**

  • 71% were one hour or less late.

* If an assembler is running late, we expect them to notify you, we do not expect them risk an accident by driving too fast and then arriving agitated or stressed.

** In Central London we use the London Underground to travel to jobs. This removes parking costs, getting stuck in traffic and the Congestion Charge. Unfortunately mobile phones don't work under ground, so if an assembler is delayed, he may not be able to notify you.

General:

• 100% said his/her/their manners and appearance were acceptable

  • 96% said the premises left tidy on completion

  • Where appropriate*** 100% said the furniture was correctly demonstrated (draws, sliding doors).

*** We do not feel the need to demonstrate sleeping on a bed!