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CUSTOMER CHARTER 2016 CUSTOMER CHARTER Focused on fulfilling our commitments to you
CUSTOMER CHARTER 2016
CUSTOMER CHARTERFocused on fulfilling our commitments to you
Established in 1978, Swagelok Manchester is an authorised distributor of Swagelok manufactured products. We are based in the North West of England; providing fluid system solutions to the UK. Our service area covers the North West, Cumbria, the Midlands, North Wales and surrounding areas.
CUSTOMER CHARTER 2016
OUR ETHOS
OUR VISION Values led, performance driven. Building on ourproud heritage of providing excellence in serviceto customers.
OUR MISSION Underpinned by strong core values, social responsibility and a sense of charity, we aim to listen and collaborate with our customers to provide market leading products, services and innovative solutions to meet their evolving fluid system needs.
OUR VALUES
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OUR COMMITMENT
OUR ETHOS
Throughout 2016 we have a number of customer-centric initiatives planned. We aim to focus our attention on further increasing our responsiveness to customer enquiries and better supporting the requirements of industry. This will include the introduction of some exciting new courses and seminars, designed to help customers overcome some of the key challenges they face with their fluid system solutions.
I would like to take this opportunity to thank you for your continued support and business. On behalf of myself and the team here at Swagelok Manchester, we look forward to working with you in 2016.
Warmest regards,
Jon Hall
Managing Director Swagelok Manchester
Our Customer Charter is now in its fifth year and continues to provide us with clarity of purpose in delivering against the key drivers of customer satisfaction. The commitment to fulfilling our promises to customers is now engrained into everyday life at Swagelok Manchester. Our Associates are fully engaged in the programme, each understanding the role they play in delivering excellence in service to customers.
There is no denying that many of our customers are facing tough market conditions, which makes us more determined than ever to deliver against the promises set out within our Customer Charter.
I am pleased to report that our performance across all promises remains consistently high, and I am energised by the opportunity to improve our service offering even further.
Dear Associate,
HOW HAVE WE PERFORMED 2011 - 2015
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CUSTOMER CHARTER 2016
OUR PERFORMANCEThese figures illustrate our overall performance from 2011 to 2015 and are based on feedback from our quarterly customer satisfaction survey. Since our inaugural report in 2011, we have made considerable progress in some areas and maintained high levels across the board.
01
Your call will be answered promptly by a real person, not an automated answering system.
2011
69%
2012
71%
2013
99%
2014
99%
2015
98%
02
We aim to respond to all telephone and written enquiries within 24 hours. Where necessary we
will take your details and call you back.
2011
93%
2012
99%
2013
98%
2014
99%
2015
98%
05
09
We aim to proactively notify all customers on delays or deviations
from original orders. This was a new promise for 2015.
10
We will be there to help even when our office is closed. We have a customer
helpline number for all emergency weekend or out-of hour’s enquiries.
We received 10 calls during 2015. All 10 customers received the support
they requested.
2015
96%
ACHIEVED IN 2015
OUR PROMISE
03
We will publish a clear complaints procedure that will document, analyse, investigate and
respond to all complaints.
2011
97%
2012
99%
2013
98%
2014
99%
2015
100%
04
We aim to deliver all standard regional items from stock. However,for the small number of items
not stocked locally, we aim to deliver these items within 10 working days from the date of order.
2011
94%
2012
98%
2013
97%
2014
99%
2015
100%
05
If we provide an item incorrectly we promise to refund or replace the item within 14 days
of notification as per our terms.
2011
100%
2012
97%
2013
99%
2014
96%
2015
97%
06
All credit applications will be actioned within two days of receipt and new accounts are opened
immediately upon receipt of all documentation.
2011
100%
2012
100%
2013
100%
2014
100%
2015
100%
07
We package our products with great care to ensure that you receive them in the same
condition as when they left us.
2011
93%
2012
100%
2013
100%
2014
99%
2015
100%
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We aim to deliver 100% of shipments accurately, on time and to the correct
address.
2011
99%
2012
99%
2013
99%
2014
99%
2015
97%
WORKING HARD TO DELIVER BETTER RESULTS FOR CUSTOMERS
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RESPONSIVENESS TO ENQUIRIESWe understand that customers want and expect enquiries and calls to be acknowledged and responded to quickly. This is something that we have been working hard at improving for some time.
In response to customer feedback, we restructured our Customer Service team in late 2015. Our new structure provides customers with a dedicated team of Internal Account Advisors and local Swagelok Engineers whom they can contact for all their fluid system requirements.
In 2016 we have also established a task force to improve our ability to respond quicker to customer enquiries. We look forward to sharing our progress throughout the year.
CUSTOMER TRAINING & EDUCATIONIn April 2016 we will host the first of a series of free educational seminars for customers. Each seminar will address a key challenge that customers face and will be led by an industry expert. Please visit the Services section of our website to learn more about our up and coming seminars.
We are also excited to announce that we are expanding the range of courses available to customers throughout 2016, they include a Tube Fitting Inspection course along with a Medium to High Pressure Cone and Thread course.
NOTIFYING CUSTOMERS ON DELAYS AND DEVIATIONS TO ORIGINAL ORDERSCustomer feedback highlighted that this was an area where customers felt we had the potential to improve. In 2015 we introduced this as a new metric to our Customer Charter annual report.
We work from the philosophy that ‘Perfection is not attainable, but if we chase perfection we can catch excellence’ (Vince Lombardi).
In the very few instances where we are unable to deliver a product as promised we have built the infrastructure to proactively notify customers in advance, and where possible, work with them to find an alternative solution.
OUR 2016PROMISES
CUSTOMER CHARTER 2016
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1 Your call will be answered promptly by a real person, not an automated answering system.
2We aim to respond to all telephone and written enquiries within 24 hours. Where necessary we will take your details and call you back.
3We will publish a clear complaints procedure that will document, analyse, investigate and respond to all complaints.
4
We aim to deliver all standard regional items from stock. However, for the small number of items not stocked locally, we aim to deliverthese items within 10 working daysfrom the date of order.
5If we provide an item incorrectly, we promise to refund or replace the item within 14 days of notification as per our terms.
6All credit applications will be actioned within two days of receipt and new accounts are opened immediately upon receipt of all documentation.
7We package our products with great care to ensure that you receive them in the same condition as when they left us.
8 We aim to deliver 100% of shipments accurately, on time and to the correct address.
9 We aim to proactively notify all customers on delays or deviations from original orders.
10We will be there to help even when our office is closed. We have a customer helpline number for all emergency weekend or out-of hour’s enquiries.
We take customer feedback very seriously. I encourage you to tell us when we have delivered excellent service, as well as when we could have done better. I hope that whenever you choose to work with Swagelok Manchester, we deliver the products and service that you have come to expect from a leading provider of fluid system solutions.
205 Cavendish Place, Birchwood Park, Birchwood, Warrington, WA3 6WU.
t: 01925 822 662 e: [email protected]: manchester.swagelok.com
Established in 1978, Swagelok Manchester is an authorised distributor of Swagelok manufactured products. We are based in the North West of England; providing fluid system solutions to the UK. Our service area covers the North West, Cumbria, the Midlands, North Wales and surrounding areas.
