Cert Octavian

Highly satisfied customers – nothing less

15th June 2009

Customer satisfaction. Good but could do better?

"HORECA, Health and Beauty, Clothing, Perfume... whatever your sector, if you provide a premium product or service it stands to reason that your levels of customer care should reflect and reinforce the quality, luxury and exclusivity that are synonymous with your brand.

When it comes to customer satisfaction, second best never wins against excellent. In today's harsh economic times, being good in the customer's eyes simply isn't good enough. High customer satisfaction is intrinsic to the enjoyment of your premium products and fundamental to your brand experience. moreover, it underpins your business success.

Highly satisfied customers are easier to retain. They appreciate the added value that you offer and are more prepared to pay for a premium product or service.

When your customers expect the very best from you, across all aspects of your operations, your ability to provide a premium service is reliant upon suppliers and partners who share your service focus.

Cert Octavian, the UK's leading premium products logistics provider, is one such partner. Our strapline, "We couldn't care more,' sums up our ethos and customer focus perfectly.

Highly satisfied customers - nothing less

We are committed to ensuring that our customers are highly satisfied - on the customer satisfaction scale, only 10/10 is good enough.

We believe that there is a huge chasm between being rated good and rated excellent. Highly satisfied customers are loyal. Highly satisfied customers spread the word. and word of mouth recommendations are often the most powerful marketing tool of all.

If highly satisfied customers are your best promoters, surely they are invaluable to your business and are worth going that extra mile for? Aiming for high satisfaction is also highly rewarding. You will find your customers truly appreciate the extra efforts you put in for them - these in turn, enable them to serve their customers better.

Do we practise what we preach?

Cert Octavian quests for excellence and we are committed to fostering a culture of high customer satisfaction. We are doing our best to provide the world-class service that our customers deserve, however we are never content to rest on our laurels.

We want to get under the skin of our customers, find out what they really think about our service and understand just how we can improve our service, right down to the smallest details.

With this in mind we have just launched a monthly customer satisfaction survey - a short, easy to complete questionnaire through which valued customers can score our service provision and provide us with invaluable feedback on how we can change to offer a better service.

If there's room for improvement we need to know about it - it's vital that we understand how satisfied our customers are if we are to be considered exceptional."

Anthony Finlayson-Green, MD Cert Octavian