CERAM Keeps the Customers Satisfied

Underlining its commitment to provide the best possible service, CERAM's Testing and Environmental Division (CTE) recently undertook a customer satisfaction survey, the results of which were encouraging.

With a response rate of over 25%, its customers gave an overall thumbs up to the service CTE supplies, with particular praise for the reliability and quality of the data produced.

Tony Kinsella, Division Manager of CTE commented: "The results of the survey were very positive; in fact a large number of customers stated how happy they were with the service. However, there was a demand for even better turnaround times, as a result of which we have arranged for CERAM's extensive chemical and physical testing facilities to be available from 7.30am - 7.00pm Monday to Friday. This will satisfy the increased demand for the testing services and for shorter lead times, and will allow urgent work to be completed as a priority. Some tests will now be able to be completed within the same day, if not within a few hours of receipt".

Customers are now able to call into the Stoke-on-Trent headquarters to drop off samples during these extended working hours.

Other results of the survey showed that 85% of customers rated the presentation of the results they received as either good or excellent. And the biggest vote of confidence went to the individual scientists and technicians at CERAM, as customers rated the service received from individual members of staff as outstanding in many instances.

[October 2006]