Astley's Customer Loyalty Report

Thanks to every one of our customers who completed our recent survey. The results are extremely encouraging and your responses will help us improve our service even more.

The survey was conducted as part of our ongoing efforts to improve the service we offer. This also happens to be one of our ISO 9001 commitments.

The highlight of the results is a customer satisfaction score of 87% . This puts Astley Hire very close to "Top of the League". As a comparison within the industry and compared to the wider economy we are doing a lot right for our customers.

After giving ourselves a pat on the back we've been looking at the details to see where we can improve. The stats have been useful but more import are the comments which you took the time to consider and fill in. These have given us some specific ideas for improvement we can make.

There are some points we can address straight away. Others that will be sorted very shortly and a few that we need to work on.

< Download the Astley Hire Customer Loyalty Report  >

Make it easier to contact the right staff

We have produced a Contacts Sheet for you to download and print out with the direct dial numbers for the staff you might need to get in touch with. The Auto Attendant Phone system has also been simplified so you will only need to press one button if you call via the the main number or freephone number.

< Download the ASTLEY HIRE contacts sheet >

Up to Date Pricing of Access Equipment

We will be adding prices of access equipment to website. (We may also be able to provide a spreadsheet. Discounts could be added so the prices are calculated)

Information about new products

We can email out the information we add to the web page http://www.astleyhire.co.uk/about/new-products.html.

Depot Not Open notification

No problem, we should have thought of that. It's rare but we will email out any specific dates the depot will be closed when you might expect us to be open.

Up to Date Catalogues

We have updated the catalogue (apologies if you haven't got a copy yet), please ask us for a printed copy or download a PDF. See this page for more details.

As we expand / change the range available it will become out of date so we'll try and keep you informed of any changes via email.

Online Service

It's a big step but it is a facility we would like to be able to offer. We have to make sure that if an item is booked on-line it can be delivered when you need it. The last thing we want is an unreliable on-line service.

Other Suggestions

All noted and we'll see if they can be addressed. If there's anything else you can think of please let us know email SDorricott@Astleyhire.co.uk. You don't have to wait for the next survey.

The Full Report (minus any names etc.) can be viewed as a PDF - Customer Loyalty Report Astley Hire.

Thanks once again for your comments, suggestions and ongoing custom.

 

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