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 (875 customers) who replied to our customer satisfaction emails.


Overall:

  • 99.20% Were satisfied with the overall assembly.
  • 99.31% of customers were pleased with the service
  • 97.83% 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:

  • 98.86% stated the method of charging was clearly explained when they made the booking.
  • 96.80% agreed the price estimated was roughly the amount they expected to pay (or less) when they contacted us.

Actual Price Paid:

  • 98.40% 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.

  • 94.18% of assemblers were on time*
  • Of those that were late
    • 115.8% notified the customer in advance**
    • 80.4% 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:

  • 99.43% said his/her/their manners were acceptable
  • 99.43% said his/her/their appearance was acceptable
  • 98.40% said the premises left tidy on completion
  • Where appropriate*** 98.74% said the furniture was correctly demonstrated (drawers, sliding doors).

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

More

Less

Contact Form

Please contact me.
Please do not contact me.

Recent Satisfied Customers

-

I am absolutely thrilled with the service and care taken by Flatpack Amigos in assembling my huge Ikea wardrobe. My husband took one look at all the packages and ran away! so Peter was a life-saver! He assembled everything and left the room neat and tidy afterwards, even breaking up all the cardboard and packaging so it could be easily recycled or disposed of. Would highly recommend! Decent price and first class service. Thank you Flat Pack Amigos!

(5 out of 5 stars) on

-

Great, friendly service and priced very reasonably. Started early to fit in some extra items I added at the last minute and very helpful when there were manufacturing issues with a couple of the pieces. Will definitely be in touch when the rest of my furniture arrives. Thanks again.

(5 out of 5 stars) on

-

Great, friendly service and priced very reasonably. Started early to fit in some extra items I added at the last minute and very helpful when there were manufacturing issues with a couple of the pieces. Will definitely be in touch when the rest of my furniture arrives. Thanks again.

(5 out of 5 stars) on

-

Great, friendly service and priced very reasonably. Started early to fit in some extra items I added at the last minute and very helpful when there were manufacturing issues with a couple of the pieces. Will definitely be in touch when the rest of my furniture arrives. Thanks again.

(5 out of 5 stars) on

-

Great, friendly service and priced very reasonably. Started early to fit in some extra items I added at the last minute and very helpful when there were manufacturing issues with a couple of the pieces. Will definitely be in touch when the rest of my furniture arrives. Thanks again.

(5 out of 5 stars) on

-

David was really amazing

(4 out of 5 stars) on