How long have you used our website?
Less than 6 months = 20.1%
6 months - less than 1 year = 20.1%
1 - 3 years = 45.7%
3-5 years = 13.9%
How did you discover our website?
Already a customer = 16.3%
Search Engine = 68.9%
Recommendation = 6.2%
Other = 8.5%
Our 3 most poplular ranges are:
Pocket money toys, art and craft and pound lines.
The ranges that you would most like to see increased are:
Pocket money toys, pound lines and stationery.
How frequently do you purchase from us?
Every week = 1.5%
Every 2-3 weeks = 9.3%
Every month = 9.3%
2-3 months = 24%
4-6 months = 22.4%
Once or twice a year = 31%
Do you take advantage of the special offers?
It turns out that only 20.1% of customers do not take advantage of these offers whilst a whopping 78.2% do.
Do you find our website easy to navigate?
Yes, very easy = 82.9%
Ok, but sometimes confusing = 13.9%
No, it's confusing = 3.1%
We have taken on board your comments and are in the process of changing the appearance of the home page and navigation to make things even easier for customers.
Are your orders packed and received in a satisfactory manner?
The results told us that 86.8% of customers always receive their order in a satisfacroty manner and 12.4% of you think that there is room for improvement.
We have taken all comments on board and have spoken to FedEx with a propostition to maybe overcome the issues that were raised. Please remember, if your box arrives damaged, split or squashed, then please sign for it accordingly. Our packing department has been made aware of the results of this question but it is difficult when heavy items are mixed with light ones and also when a box if filled to the max of 30kg. However, we are reluctant to reduce the carton weight to 25kg as this would upset a lot of customers more so.
Have you ever experienced problems with your order?
Never = 68.2%
Sometimes = 18.6%
Other = 10.8%
We have taken your comments on board and hope to improve the problem areas.
How do we rate on the following attributes- scores are out of 5 (being the highest).
Customer service = 4.3
Professionalism = 4.3
Quality of products = 3.8
Understanding customers needs = 3.9
Sales enquiries = 4.1
Price = 3.8
Order turnaround = 4.2
We are really pleased with the comments made with regards to the customer services which we really appreciate. We were suprised by the comments made with regards to the website, we are going to be making changes but not to the degree that was suggested!
Unfortunately our industry to date has been driven by price and this could of course sometimes reflect in the quality of goods. It is difficult for us sometimes to source stock in demand, at the price expected of us. The demand has always been our driving force and for us to raise the quality of products, would result in a higher price. This could result in a loss of trade and therefore we are reluctant to change things.
How likely are you to continue in doing business with us?
It turns out that 75.1% of customers are very likely to continue doing business with us with 19.3% of people somewhat likely to with only 1.5% somewhat unlikely to use us again.
How likely is it that you would recommend us to friends/colleagues?
Very likely = 68.9%
Somewhat likely = 18.6%
Neutral = 6.9%
Somewhat unlikely = 1.5%
Very unlikely =3.9%
Suggestions for improving the product range:
We have taken on board the many comments and suggestions made. We appreciate that many of these were made as individual needs but the general consensus is to improve our outdoor play/summer leisure and art/craft and toys sections. Keep your eyes on these sections as we plan on increasing the range of products.
Suggestions for improving customer services:
We did receive 1 or 2 comments relating to carriage charges and we are doing all that we can with the help of FedEx to come to some conclusion. We are very reluctant to increase our prices to include carriage costs because of the amount of our customers who collect their orders. We also take on board the comments relating to email response. Again, please be assured that we will do our utmost to respond quickly during our busy periods.
Thank you for your comments and praise, it definitely boosted staff morale!
Most of our customers fall into the age range of 45-54. followed closely by 35-44 with the minority being 55-64. We were pleased to see that 1.5% of people surveyed were 65 years or older.
The majority of our customers are independant retailers (32%) followed by online retailers, market traders/car booters and the school pta's.