MPG Biddles Customer Satisfaction Survey Results

We recently sent out a short customer survey as part of the latest 'Apprentice style' challenge that our staff are taking part in which is focusing on customer satisfaction. We promised to share the results with you and here they are:

What encourages you to place orders with MPG Biddles?
Almost without exception the answer was that we are reliable, friendly, produce a quality product, offer excellent service and reasonable prices.
Are there any products that you require that you would like to see us manufacture?
Bookmarks, postcards and other marketing materials. In response to this we are hoping to reintroduce our Spectrum service early next year.
The ability for us to manufacture under 100 copies on reprints and we are looking into the viability of being able to offer this service.
What kind of special offers would interest you?
We were surprised that the general response was that customers are not interested in special offers, “just keep on doing what you are doing and give us good old-fashioned service and attention to detail.”
What most pleases you about MPG Biddles?
Helpful and knowledgeable staff, being made to feel part of the team and process.
And what most displeases you?
A handful of customers remarked on the poor service they had received from one of the courier services that we regularly use. We take any complaint of this nature very seriously because we regard any outside supplier that we use as an extension of our own customer service and we expect them to meet our high standards. As a result, Rod Willett has met with the local area manager and made this very clear to him. An action plan has been agreed so that should anything like this happen again a quick response can be assured.

We were delighted with the positive response and are very grateful to all those who took part for their time, comments and suggestions.

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Some customer quotes from the survey:

"Personal service, high quality, reasonable prices, enjoyable to work with, everyone is pleasant and helpful, no job too small to get your full attention, no question too naive! My clients are always delighted with the finished book. Other people are surprised to see it looks like 'a proper book' - can't tell it was digitally printed."

"Compared to other sizeable printers, MPG Biddles is much more customer-focused. Compared to smaller operations, MPG Biddles is more flexible and cost-effective."

"We have had books printed by Biddles since 1992. We stay with you because we can be sure of the quality and reliability of the service."

"Biddles runs a very good service. The product quality has been very good but the best thing about the service is the accessibility and helpfulness of Biddles staff. I am sure there are cheaper suppliers but I value the user friendliness of the company considerably."