ILIP AS SEEN BY ITS CUSTOMERS: A CUSTOMER SATISFACTION RATING OF 79%
The packaging company’s customer satisfaction Survey: the goal is to reach 85% by 2017
BOLOGNA (4 March 2015) – The level of service, the staff’s professionalism, and the attention dedicated to the customers. These are the most highly appreciated characteristics of ILIP, one of the leading companies in the field of thermoformed plastic packaging for food, fresh produce and disposable tableware. This information was brought to light by the company’s customer satisfaction survey, which showed a customer satisfaction rating of 79%.
ILIP conducted the study by sending a questionnaire to its clients by e-mail from June to September 2014, which was aimed at revealing its customers’ perceptions of the company in order to determine its positioning, as well as any potential areas for improvement. The final data showed that ILIP obtained excellent scores in each category: from price/quality ratio, to the technical characteristics of the products, the product range and the level of service. Two of the strongest points that emerged were the helpfulness and expertise of ILIP’s staff, both of which were given positive reviews by 97% to 98% of the respondents.
“While these results are extremely satisfying and bear witness to the attention that we have always dedicated to our customers, we nevertheless also received important information regarding potential areas for improvement”, explains Roberto Zanichelli, Sales & Marketing Director. “We are highly committed to working on these points, and will continue to conduct periodic customer surveys, with the goal of obtaining a customer satisfaction rating of 85% by 2017.”
The study also provided important indications regarding the criteria for selecting a packaging supplier: the most important factor is the price/quality ratio, followed by the product specifications, and the delivery times.
The detailed results of the analysis were sent by ILIP to all the customers who participated in the survey.