INVOPAK, the UK’s largest supplier of rigid packaging containers, has revealed that 97% of respondents to a recent customer satisfaction survey indicated they would recommend the company to other businesses.
The family owned company carried out a comprehensive online survey of its existing customers during the second half of 2013 to identify any areas of the business where there may be room for improvement.
CEO Arjen Cooper-Rolfe explains, “We are constantly looking at ways that we can improve our service offering to customers - we wanted to find out how easy it is to do business with us currently, and then use the findings to improve our operation wherever necessary.”
INVOPAK’s parent company, IPL Group, has more than 60 years’ experience in sourcing, stocking and supplying a huge range of products to UK industries. INVOPAK works closely with a number of carefully selected packaging manufacturers from across Europe to ensure its customers in a range of industries including food production, chemicals and paint & coatings, can purchase quality containers to store, transport and display their products.
It asked current customers to rate a variety of areas of its operation including customer service, order processing, product range, overall competitiveness and its people, by scoring questions on a scale of 1-10.
On the whole, the survey results confirmed that INVOPAK is highly rated by its customers – this is particularly true in administration where it scored 89% for ease of ordering. An online system was introduced in 2011 to make ordering as simple as possible, at any time of the day or night.
Compared to its competitors, customers rated INVOPAK as 'better' or 'much better” on Customer Service, Delivery Service and its People. Customers rated INVOPAK’s paperwork accuracy at 85%, whilst its overall professionalism scored 86%. It was also highly ranked for the range and quality of products it offers, scoring an average 86% in both questions.
Arjen continues, “We were pleased with the results as they prove that we’re doing a lot of things well. It is good to know that we are heading in the right direction. However, as with any business there are always areas that can be improved and by taking the time to ask our customers we have learnt a lot about areas where we can improve.”
INVOPAK has recently invested in a number of new systems to ensure it offers customers the best service possible throughout all stages of the packaging procurement process. Arjen says, “Our purpose is ‘delivering our customers’ products to market with confidence’ - this can only be achieved by ensuring we excel in all areas of our operation. INVOPAK is trusted by some of the UK’s leading manufacturers to deliver the best packaging for their products, when they need it.
“We have the coverage and infrastructure in place to ensure we can effectively supply more than 1,700 products - taking on board the feedback received from our customers will further strengthen our service offering.”
As well as generating useful feedback, INVOPAK also used the survey as an opportunity to raise additional funds for its chosen charity Help for Heroes by donating £2 for every survey completed.
Find out about INVOPAK’s huge range of metal, plastic and UN certified containers and closures and accessories or call 0161 366 4451 to speak to our sales team.
Follow the link below to see an Infographic detailing some of the survey findings:
Customer Survey Infographic.pdf (85.58 kb)