2020 Quarterly Customer Review Results
Tricel Composites Continue to Demonstrate Commitment to Customer Satisfaction with Record Results
The latest round of CSAT results for Tricel Composites indicates a strong performance in customer satisfaction.
Undertaking customer surveys every quarter since the end of 2018, these consistently growing scores highlight Tricel Composites dedication and commitment to providing products and services that surpass customer expectations.
As a company, Tricel Composites has undergone a significant amount of change in recent times. For Tricel Composites (GB) Limited, this has included re-locating to a larger premise to accommodate a business that has grown exponentially over the last 2 years. Tricel Composites moved to a new location in Leeds in 2019, a short distance away from the original location.
Through an intensive customer satisfaction programme, the company has improved in relation to the operating and logistics procedures within the business. These new procedures have been implemented as a direct result from the in-depth customer feedback received from these surveys.
Some of the key areas addressed include:
- Moving the team to a larger building in Leeds to ensure the whole team is in one location
- Reviewing the stock holding levels for key items to ensure demand is always met
- Opening a new Trade Counter to accommodate an increased number of collections
- Working with new and existing suppliers to ensure products meet customer demands including a new sustainable composite range
- Faster order processing and invoicing
Highlighting the success of actions implemented as a result of feedback received, results have shown a visible increase.
- Extremely satisfied customers increased to 88%, demonstrating a growth of 14% year on year
- Right first time scored 100%, the highest percentage achieved since starting the surveys
- A churn rate of 0% indicates that all customers who completed the survey will continue to do business with Tricel Composites
Commenting on the performance of the Tricel Composites team, Robbie Larkin, Head of Division for Tricel Distribution said:
“The Tricel Composites team have worked extremely hard during this period and have made great strides to improve the experience of our customers. We have implemented actions that have had a very positive impact on our customers. Our growing business is testament to this. It is imperative to continue the customer satisfaction programme and act on feedback received as there is always room to improve. We look forward to running the programme again in the coming months.”
We have been in this trade for over 40 years and have probably used all of the fibreglass suppliers. Your company comes out top for the most helpful and knowledgeable staff. Excellent delivery service and selection of products.
Tricel always want to work with us and have helped us through this pandemic period. Would recommend to anyone.
Straight forward allowing me to have confidence in material supply.
Staff are super helpful, knowledeable and prompt.
Deliveries on time and always accurate.
We supply a full range of products for all applications within the composite manufacturing industry. Our products are quality approved and prepared for dispatch by our expert teams. Tricel stock and distribute an extensive range of products to meet the requirements of GRP manufacturer. We stock the leading brands within the composite industry at competitive prices.
With over 60 years in the composites industry, our technical team are always on hand to offer our customers the best advice to ensure you are using the most appropriate products for your business.
Through specific process analysis, our Technical Sales Team will help to provide the products to help our customers maximise their production capabilities, whilst minimising costs and wastage.
Whether through our own fleet or in partnership with our logistics provider, we offer reliable delivery to your business for all orders. We appreciate that delivering on time is critical to your business and focus our efforts in ensuring you receive your products on time every time.