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


Overall:

  • 99.20% Were satisfied with the overall assembly.
  • 99.32% of customers were pleased with the service
  • 97.84% 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.
  • 96.81% agreed the price estimated was roughly the amount they expected to pay (or less) when they contacted us.

Actual Price Paid:

  • 98.41% 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.

  • 94.43% of assemblers were on time*
  • Of those that were late
    • 114.4% notified the customer in advance**
    • 77.6% 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
  • 98.41% 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!

More

Less

Contact Form

Please contact me.
Please do not contact me.

Recent Satisfied Customers

-

Excellent service. Helpful. Flexible. Showed alternatives in positioning of gym.

(5 out of 5 stars) on

-

Good service / hassle free / prompt response

(5 out of 5 stars) on

-

I was extremely happy with the service I received. The assembler was in time, they assembled the furniture with no issues, they put in longer screws where it was needed than had been provided by the supplier. They moved the items into place and made sure I checked everything and was happy with before they left. Everything from booking to completion has been handled in a professional manner and I would have no hesitation in using again. Their pricing was fair and I will be recommending them to friends and family.

(5 out of 5 stars) on

-

I was extremely happy with the service I received. The assembler was in time, they assembled the furniture with no issues, they put in longer screws where it was needed than had been provided by the supplier. They moved the items into place and made sure I checked everything and was happy with before they left. Everything from booking to completion has been handled in a professional manner and I would have no hesitation in using again. Their pricing was fair and I will be recommending them to friends and family.

(5 out of 5 stars) on

-

I would absolutely recommend your service, thank you so much for being so lovely, efficient, professional and thorough!

(5 out of 5 stars) on

-

We think you have got it right. Your man was clean, tidy and very efficient. The task was completed quickly with no drama. The price charged was fair for the job done. We thank you for your assistance, and we will tell anyone of your services. Very many thanks.

(5 out of 5 stars) on