Retail specialist fabricator, Conservatory Outlet, has achieved its highest-ever Customer Journey Survey score in the latest round of feedback from its Premium Retail Network.
The Customer Journey Survey is a quarterly survey designed to capture, in a structured way, how customers think and feel about the performance of Conservatory Outlet as a supplier. Feedback is sought from all 28 Conservatory Outlet Premium Retailers, including Directors and senior department heads.
This unique and in-depth survey provides an opportunity for businesses to share detailed feedback on service and quality across all the manufacturer’s front-facing departments. The scores and comments are then reviewed by all the fabricators’ Directors and Heads of Department, where an action plan is developed and shared with the Network, emphasising the steps that will be taken to address specific feedback.
Greg Kane, CEO at Conservatory Outlet, said: “We believe this survey is one of the most thorough in our sector – nobody else drills down to this level of detail across every part of the customer journey. Our internal measures may show we’re doing a great job, but if our customers have a different opinion, then we need to know about it.
“An 90.9% score is a huge achievement for the entire team, and a reflection of our relentless focus on improvement. The insight we gain here is priceless, and it’s what allows us to keep evolving in ways that genuinely make a difference for our retailers.”
Broken down into six core categories, the 34-point survey is one of the most comprehensive of its kind in the fenestration sector. First launched in 2017, it captures honest, actionable insight that shapes Conservatory Outlet’s business aims and objectives, while enabling the team to quickly address any issues flagged.
Unlike many industry feedback mechanisms that tend to focus on isolated stages of the supply chain, Conservatory Outlet’s survey monitors the entire customer journey in detail. This consistent, whole-business approach has contributed to year-on-year improvements, with annual averages steadily increasing.
This quarter’s score not only marks the company’s highest overall result to date but also includes record individual scores for the Transport and Order Processing departments, both achieving scores in the high 90%.
The result follows a series of incremental customer-driven improvements, including enhanced vehicle tracking with live data, ongoing training courses, supplier-led quality upgrades, and best practice recommendations on workflows and systems.
“The real value of this survey lies in the involvement and honesty of our customers. Their feedback is what drives change,” adds Mick Giscombe, Conservatory Outlet’s Managing Director.
“It’s a genuine partnership – the more insight they share, the better we can support them. This result is just as much theirs as it is ours.”
