Firstly, thank you to those that took the time to vote. We are very grateful for the feedback given such a positive response and areas to improve.
The open rate of the campaign was 4.1% higher than the manufacturing industry rate.
Lessons Learnt
The coding used within Mailchimp for voting gave an acknowledgement and opened a webpage each time you voted and this proved to be an annoyance for some customers. Sorry for that and will look at another solution next time.
The anonymous voting scores of 1-10 was divided into four groups.
• 8-10 = Excellent
• 5-6 = Satisfactory
• 2-4 = Unsatisfactory
• 1 = FAIL
Positives
• 96% of votes were excellent
• No unsatisfactory votes
• 3 areas to improve, scores 5-6
Negatives
• 1 FAIL
Actions
Although our survey scores showed customers are satisfied with the following areas Kavia is keen to improve so these will be reviewed at our management meetings held each quarter.
Responding to a technical enquiry
Kavia recruited Iain Hill as Business Development and Sales Manager and has considerable technical experience with over 20 years in product design, 14 years injection moulding and 8 years business development.
The Kavia management team also has an average years served of over 25 years.
The website contact pages have been updated to make sure your enquiry is easily submitted and dealt with a direct mobile number for Iain Hill.
Delivery Notes and packaging
The typical issues here are lost or damaged delivery notes, damaged boxes which we are continuously working with our courier partners and corrective action process.
FAIL
We have one anonymous vote where we scored 1 on how our company was represented by a person visiting a customer premises. It is very important to us this doesn’t occur again so will be reviewing this at the next management meeting and hope that customer will get in touch and give us more insight to the circumstances.
