UAP has been scored as ‘excellent’ or ‘very good’ by 85% of customers in its latest customer satisfaction survey, across multiple criteria including quality and accuracy of order fulfilment.
Carried out annually, the customer survey plays a pivotal role in the company’s growth strategy. It enables the business to build feedback into its continuous improvement programme, highlighting areas for investment and allowing the leadership team to review the success of previous initiatives.
“We’re delighted by these scores,” Mandy Ferguson, customer experience manager at UAP, said. “There’s always room for improvement, however, and we’ll use the feedback to drive continuous progress across all areas of the business.”
Feedback in previous customer surveys led UAP to increase its inventory levels, leading to investment in new warehousing to aid supply chain reliability and reduced lead times.
“The pandemic has had a significant impact on supply chains and we anticipated this, putting measures in place to ensure we could continue to offer short lead times, excellent availability and wide-ranging choice,” Mandy said. “The survey gives us an opportunity to assess performance across all departments so that we can offer customers an industry-leading experience at every touchpoint.”