At Convoi, the customer takes pride of place. After all, it is the customer who determines the success or failure of our business. As such, the customer is the basis on which our company operates – they ensure turnover and continuity. Convoi aspires to be the most customer-friendly company within its sector so each year we have a customer satisfaction survey carried out by Geerts & Jurgens, a market research agency in Nijmegen which specialises in this kind of investigation. The survey is embedded within the Total Quality Management system and any aspects for improvement are taken up in our future strategy.

The survey

Once every year, we take a representative sample from our client base. These clients are approached by telephone and asked questions about Convoi’s service, for example, relating to equipment, reliability, pricing and quality. We also ask them questions about our workforce: were they friendly, customer-minded, safety conscious, decisive and professional? Finally, we also ask customers to compare us with other providers.

The results

The average score for Convoi is a healthy 7.8. Compared with the competition this is excellent, but within two years we expect our score to be well over 8.

The results of the survey show that clients are more than happy with the quality of the equipment, as well as fulfilment of agreements and aspects such as speed, service provision, lead times and reliability. So an 8 is not beyond our reach! Those aspects we score less well on (but still well above average) are points for extra concern in the future.

The score pertaining to personnel was also 7.8, mainly due to the reliability of staff in meeting deadlines and their safety conscious attitude to work on-site.

Benchmark

It goes without saying that any self-respecting business wants to be top dog. When our customers compare us with the competition in 93% of cases Convoi scores better. Only a small minority prefer the competition.