Customer Satisfaction

We send our customer satisfaction survey to everyone who contacts us with an enquiry as part of our commitment to continual improvement (a requirement of BS 5750 / ISO 9000).

If you didn't use us we use the feedback given internally to understand our market, and where necessary modify our business model.

We publish a summary of the results of everyone who uses us below, so potential customers can see the great service we offer:

 

Customer Service Results

Flat Pack Amigos email all customers for feedback on our service. We collate these figures and publish them on our website a couple of months in arears.

Unfortunately not every customer replies to our survey but these are the results from the last 12 months (730 customers) who replied to our customer satisfaction emails.


Overall:

  • 98.77% Were satisfied with the overall assembly.
  • 99.18% of customers were pleased with the service
  • 98.08% felt the price paid was fair
  • 98.63% would use FPA again.

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


Estimated Charges:

  • 98.63% stated the method of charging was clearly explained when they made the booking.
  • 97.40% agreed the price estimated was roughly the amount they expected to pay (or less) when they contacted us.

Actual Price Paid:

  • 98.22% paid the estimated amount.
  • 99.32% 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.

  • 94.25% of assemblers were on time*
  • Of those that were late
    • 102.3% notified the customer in advance**
    • 73.7% 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:

  • 99.45% said his/her/their manners were acceptable
  • 99.32% said his/her/their appearance was acceptable
  • 98.50% said the premises left tidy on completion
  • Where appropriate*** 98.63% said the furniture was correctly demonstrated (drawers, sliding doors).

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

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Recent Satisfied Customers

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Simon was smartly presented, diligent and undertook the work exactly as requested. I recommend him to undertake similar construction tasks ( I had three wardrobes and some outside furniture) and would definitely use him again.

(5 out of 5 stars) on June, 7, 2018

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Friendly,efficient,skilled company....will b recommencing

(5 out of 5 stars) on June, 4, 2018

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John did a great job assembling my Pax wardrobes, he worked really fast, levelled them.properly, fixed them to the wall, showed me that all was in order before he left and separated out a neat pile of recyclable packaging from the non-recyclables (which he bagged up), so all I neded to do was one quick trip to the recycling bins at the supermarket and the room was neat. The wardrobes are finished perfectly. I would definitely recommend John to others, in fact already have done.

(5 out of 5 stars) on June, 1, 2018

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This service delivered exactly what what advertised, very happy with service friendly and efficient at a good price. I would use again and definitely I would recomend.

(5 out of 5 stars) on May, 29, 2018

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We are very pleased with the work done. From the start till finish it was very professional, reliable and hassle-free. I would highly recommend Edwin and his services.

(5 out of 5 stars) on May, 27, 2018

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This is a great service and one i would use again. Simple booking process and quick response via email. Reasonable price. Very happy with the work. Quick, no fuss, job done. Perfect.

(5 out of 5 stars) on May, 25, 2018