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Spring 2011 saw the completion of the 5th annual James Walker Customer Satisfaction Survey. Over 850 customers around the world were surveyed by an independent research company.

Customers continue to be most satisfied with product related requirements (quality and performance) and the helpfulness of our staff. This is very encouraging as we take great pride in our capacity to develop, manufacture and supply products that meet the most demanding standards.

Overall, customer satisfaction has decreased since the 2010 survey but we have improved on several of the requirements including our ability to build relationships, understanding your business needs and the expertise of our employees. Furthermore, in the majority of areas, our performance is better than other manufacturers.

Areas for improvement:

We need to focus on keeping our promises and commitments to you, providing information on order delivery and problem and complaint handling as these are the areas that matter most to you, our customers. We have been working hard to improve our performance in these areas but clearly we can improve further. Each of our businesses will have its own specific areas for improvements too, based on what its own customers have said in the survey.

What action are we taking?

· Our survey work has been used to create summary reports for each of our businesses, these reports and all associated customer comments, are being used to inform our staff and allow them to develop, refine and update our customer satisfaction Action Plans.

· Each James Walker business will provide its customers with a copy of the overall James Walker Group Customer Satisfaction report in addition to information on local projects, initiatives and investments being put in place to address the priorities identified by customers.

· We recognise that our companies have some common priorities but believe that each James Walker Company must focus on serving its own customers and meeting local market priorities.

The Priorities For Improvement identified for each individual company are being continually worked on and improved and the ideas will be shared globally via our Customer Service Task Force.

We welcome your comments and feedback at any time, not just during the survey. Please use the Feedback Facility on this website or send any comments to - customersatisfaction@jameswalker.biz or telephone Heather Grisedale (Customer Satisfaction Facilitator) +44 (0) 1900 898415

Customer Satisfaction Survey Reports

• Customer satisfaction survey 2011 
• Encuesta sobre la Satisfacción del Cliente de 2011 
• Enquête de satisfaction client 2011 
• Indagine 2011 sulla soddisfazione della clientela 
• Klanttevredenheidsonderzoek 2011 
• Umfrage zur Kundenzufriedenheit 2011
• Undersøkelse om kundetilfredshet – 2011