Annual Customer Survey 2014 – The Results

survey_2013We would like to once again thank all those who took the time to fill in our 2013-14 Customer Satisfaction Survey.

While we welcome feedback at all times, and pride ourselves on listening and responding quickly to issues raised at any stage of a project, compiling these statistics is hugely beneficial in providing an overview from which we can identify those aspects of our service we are getting right and those we can further improve.

We are delighted to have a great working relationship with our clients, built on strong communication at every stage, and it is particularly gratifying to find the message received in our day-to-day interactions borne out by these survey results.

Of course, we never stop evolving – there is always room for improvement and we continually aim to develop to meet our clients’ changing needs – but it is deeply pleasing to learn that the vast majority of our customers are very happy with the level and manner of the service we provide.

The results

This year – once again – nine out of 10 survey respondents rated their overall experience with Denca as good or very good. In fact, the percentage giving such a positive response had crept up slightly from 89.6% to 90.2%.

As previously, we asked people to rate their experience of Denca from 5 (very good) to 1 (poor) across six integral areas of our service. The table below shows the consolidated results for 2013-14.

Area of ServiceScore out of 5
Response time for quotes4.3
Meeting your delivery requirements4.5
Engineering the solution4.5
Writing the software for your process4.4
Panel build quality and installation4.4
Calibration services and service visits4.5

While the responses to each of the six individual areas remained consistently positive and roughly the same as in 2012-13, there were modest improvements in the ratings awarded to our software writing and calibration services.

Where the survey results identified room for improvement, we are already working on adapting and fine tuning our offering to ensure – we hope – an even better verdict from our clients next year.

And the winner is… 

All those who completed the questionnaire by 21st March were entered into our prize draw to win an iPad Mini. For 2014 it was a customer at Endress+Hauser whose name came out of the hat. Congratulations Andy Smith! We have worked with Andy for a number of years and everyone was pleased to see him collect the star prize!

Andy Smith of Endress & Hauser collects his new iPad mini from Denca MD Alan Brennan

Andy Smith of Endress + Hauser collects his new iPad mini from Denca MD, Alan Brennan

If you have any comments or anything you’d like to talk to us about, please get in touch

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