Comments from Unhappy Customers and our solutions to their problems
06/10/2006 - BTUC
Click here to view related image.
Customer Comment:
Response to our customer satisfaction survey.
We were out of stock of the Spulboy detergent tablets.
Cater-Kwik Response:
We now carry large stocks of detergent & sanitiser for the Spulboy. We appreciate that as this item may be difficult to source elsewhere, and that it is not acceptable for us to run out of stock for this item.
06/10/2006 - Golden Kitchen
Click here to view related image.
Customer Comment:
This customer requested we improve on our delivery and prices.
Cater-Kwik Response:
We are committed to improving our delivery times wherever possible. In the vast majority of instances we can deliver next day - usually free of charge. This item had to come direct from Lincat and was on their three day schedule. Next day was available for a small additional charge.
We are unbeatable on all Lincat equipment - if you find any Lincat item cheaper elsewhere, we promise to beat that price.
19/09/2006 - Yew Tree Manor
Click here to view related image.
Customer Comment:
Customer unfortunately received item damaged in transit.
Cater-Kwik Response:
We do our very best to ensure our couriers are always courteous, careful and prompt. We treat any delivery problems very seriously and make our couriers very aware of any unacceptable behaviour. This customer received a full apology and a full report sent to our courier.
18/09/2006 - P H D Media
Click here to view related image.
Customer Comment:
Delivery cancelled due to accident. Customer understandably unhappy that we did not advise.
Cater-Kwik Response:
Our Managing Director personally apologised for this unacceptable lack of communication. Our couriers are instructed to advise of any delivery delays. In this instance this call did not happen quickly enough and we have reminded our couriers of the importance of advising us of any problems as soon as possible.
13/09/2006 - Crake Trees Manor
Click here to view related image.
Customer Comment:
Response to our customer satisfaction survey.
"No Instructions With Equipment"
Cater-Kwik Response:
Normally all equipment is sent with full instructions; replacements were sent first class with our apologies.
07/09/2006 - Horwood & Newton Tracey Primary School
Click here to view related image.
Customer Comment:
Response to our customer satisfaction survey.
Delivery Problems
Cater-Kwik Response:
We understand that we need to keep our promises with regards to deliveries. We strive to provide an all round service that is second to none and delivery is a vitally important part of the service.
In this instance we failed to keep to our promises - a full and frank apology was delivered personally by our Managing Director and all concerned were reminded of the problems caused to our valued customers if we don't keep to schedule.
14/08/2006 - Anon
Click here to view related image.
Customer Comment:
Here we have a problem with Transax and a failure to correspond with our customer.
Cater-Kwik Response:
Transax is a service we use provided by Natwest Bank. It allows us to clear a cheque on the day of receipt. It is not perfect however and we have reviewed our procedures with regards to clearing cheques. The problem was escalated to our Managing Director who personally apologised to the customer regarding the very valid criticisms noted on the survey.
28/09/2004 - We listen to our customers.
Click here to view related image.
Customer Comment:
This customer received a gastronorm refrigerated prep counter- unfortunately without the gastronorm pans. To make matters worse the customer had difficulty getting through to our offices on the Saturday.
Cater-Kwik Response:
Firstly we apologized. We appreciate the inconvenience and responded as quickly as possible to get another set of pans to the customer ASAP.
Secondly we increased our weekend cover; even during rare staff days out we ensure the lines are covered. We take our customers feedback seriously.
|
