Over 7,000 customers were targeted, with the results reinforcing Nimans’ stature at the forefront of the distribution industry.
The sales division was one of the strongest performers with major rises in positive feedback for product availability, salesperson knowledge, enquiry processing and product range. Nimans saw a 15 per cent increase in telephone response performance.
Customer service was another area where Nimans excelled with 70 per cent indicating the distributor was superior to its rivals, compared to one per cent that felt they were worse. Ninety-eight per cent would recommend Nimans and 95 per cent were very satisfied or satisfied with the service they receive compared to 0.69 per cent that were unhappy.
Helpfulness of the Technical Support team rose by nine per cent as 80 per cent described staff knowledge as excellent or good. Less than one per cent felt it needed improving. It was a similar story for the Accounts team where overall satisfaction for the time taken to resolve problems stood at over 80 per cent, compared to under one per cent that felt it could be better.
Despatch, Returns, Marketing and Internet based services also scored highly – whilst dedicated Account Management remained the most preferred purchasing method at over 70 per cent.
‘Whilst there’s always room for improvement, it is very gratifying to know that in the eyes of our customers, Nimans remains an exceptionally strong performer. This business is built on delivering the highest levels of customer service and we are determined this will continue,’ said operations director John Cunningham. ‘The satisfaction survey is part of our continual pursuit of quality and service excellence that also incorporates ISO quality assurance and Investors in People status.’