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News Release from: WNT (UK)
Edited by the Manufacturingtalk Editorial
Team on 24 July 2007
Customer support drives cuttings tools
growth
Cutting tools supplier, WNT (UK) expects its turnover to exceed GBP 12.7 million during 2007 and attributes its growth to its ability to the level of customer support it provides.
WNT (UK) said that meeting customer expectations is proving to be a recipe for continued success - an opinion supported by the results from its third, annual, customer satisfaction survey WNT (UK) compiled the survey from the results of 1500 questionnaires tsent out in the first quarter of each year
This article was originally published on Manufacturingtalk on 28 May 2004 at 8.00am (UK)
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The survey is done to measure the differential between the service and products supplied by WNT (UK) and that of its competitors.
The survey investigates all nine aspects of the business, including, as follows.
* Field- and office-based technical support.
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* Telephone response rate.
* Sales office efficiency.
* Speed of delivery.
* Product quality and range.
The results, in all areas, put WNT (UK) above all of its competitors, claimed the company.
"What we are seeing in these results is the tremendous effort that everybody connected with WNT (UK) continues to put into the business," said Tony Pennington, managing director, WNT (UK).
"We are firm believers in providing customers with a level of support, from whatever aspect of the WNT (UK) they deal with, that is second to none.
In order to achieve these results we have invested heavily in employing the right people and systems to make it happen".
* Field-based technical support - the differential advantage, that is the gap between WNT and its competitors as perceived by the respondents, has increased from 13% to 40% in this area of the business.
This is due, in part, to the recruitment of additional apprentice-trained technical sales engineers and the ongoing training that they receive once they have joined the company.
* Answering telephone calls - "This may appear to be a trivial thing to measure," said Pennington.
"However, we have found that in being able to monitor our performance in this area and ensure that all calls are answered within three seconds, customers now perceive WNT (UK) to have a differential advantage of 29%.
This is a major advantage when operating in a very competitive market place".
* Promises on deliveries - scored highly with customers.
With its pledge to deliver orders placed before 18:30 one day, by midday the next, resulted in customers giving it a 41% differential advantage.
"This high level of customer satisfaction continues to drive the business forward," said Pennington.
"When this customer facing attitude is combined with an extensive range of high quality, cost-effective, products is having an extremely positive affect on our sales figures. Request free introductory details about products from WNT (UK) ...
Our product offering Sales so far this year are outperforming our budgets and we fully expect to exceed the target of GBP 12.7 million turnover for the coming year.".
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