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


Overall:

  • 99.08% Were satisfied with the overall assembly.
  • 99.07% of customers were pleased with the service
  • 98.00% felt the price paid was fair
  • 98.46% 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:

  • 98.46% stated the method of charging was clearly explained when they made the booking.
  • 97.23% agreed the price estimated was roughly the amount they expected to pay (or less) when they contacted us.

Actual Price Paid:

  • 98.00% paid the estimated amount.
  • 99.23% 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.

  • 94.14% of assemblers were on time*
  • Of those that were late
    • 94.7% notified the customer in advance**
    • 68.4% 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:

  • 99.38% said his/her/their manners were acceptable
  • 99.23% said his/her/their appearance was acceptable
  • 98.46% said the premises left tidy on completion
  • Where appropriate*** 98.61% 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

Emily wrote about the furniture assembly service received:

Brendan was very professional and efficient, as well as polite and helpful. An excellent service.

Suzanne wrote about the furniture assembly service received:

Cheap, efficient, friendly service. I was very impressed with how quickly my job was booked in, they offered me a slot the day after my email! My furniture was assembled quickly and the room was left nice and tidy afterwards. I would highly recommend this company and would definitely use again!

Pamela wrote about the furniture assembly service received:

Very happy with service. Would highly recommend. Care was taken to ensure that assembly was done to a high standard. The service was completed at a fair price. No issues at all. Thank you, I am very happy with my new Besta and have filled it already! Pam

Neil wrote about the furniture assembly service received:

Service was spot on, many thanks.

Mary wrote about the furniture assembly service received:

I asked for a quotation to have my unit assembled yesterday, i not only got a quote within 20 minutes,but a very pleasant chap who could come and Assemble same day and complete the job in 90 minutes. Well you can imagine my thoughts on that one, i laughed at the 90 minute idea. However a pleasant professional worker called Brendan, arrived at said time and got straight to work. Assembled the unit and folded and cleared the packaging ready for me to dispose of it, and all in 90 minutes. Well i take my hat off to you guys, what a great job and no fuss and courteous too. I will use this service again this guy was brilliant and did a superb job of my large unit and for the price so worth it. Highly Recommend the Amigos. Thank You Again Brendan.

Craig wrote about the furniture assembly service received:

The assembler who attended my property, Chris, was on time, knowledgeable and did a great job. I would definitely use them again.