5th Annual Customer Satisfaction Report Published

Spring 2011 sees the completion of the 5th annual James Walker Customer Satisfaction Survey in which over 850 customers around the world were surveyed by independent research company The Leadership Factor. The results show that customers continue to be most satisfied with product related requirements (quality and performance) and the helpfulness of James Walker staff. This is very encouraging as we take great pride in our capacity to develop, manufacture and supply products that meet the most demanding standards.

Across our global business customer satisfaction has shown a minor fall since the 2010 survey but the business has also shown marked improvement in some key areas including our ability to build relationships, the expertise of our employees and our ability to understand customers’ business needs. Furthermore, in the majority of areas, our performance is better than other manufacturing companies.

The business continues to work hard to improve performance in the necessary areas and each company within the global James Walker Group has developed its own specific plan to address any local and regional customer issues identified in the survey. The Priorities For Improvement identified for each individual company are under continual development and improvement with the ideas and outputs shared globally via the James Walker Customer Service Task Force.

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