Customer survey
Each year Swish carries out a satisfaction survey with its leading stockists, checking for trends in quality and service levels.
Scroll over the colour keys to show individual annual data.
Overall Performance
| 2010 | 2011 | 2012 | |
|---|---|---|---|
| Poor | 2.9 | 2.6 | 1.6 |
| Average | 7.7 | 2.2 | 2.9 |
| Good | 65.9 | 45.3 | 15.8 |
| Very Good | 18.8 | 36 | 47.3 |
| Excellent | 4.7 | 13.8 | 32.5 |
Just under 90 Swish customers took part in a telephone poll, covering six key operational areas. The poll was conducted by TLM, a separate data collection and verification arm of the Epwin Group.
Branch managers and owners were asked for their honest opinion of how Swish had performed over the previous twelve months.
All graphs show the %age of responses that fell into each of five levels from Poor to Excellent.
Swish performance has improved dramatically in the 2012 survey with many of our customers changing their responses from 'Good' into the 'Very Good' and 'Excellent' categories. The results of the last three surveys are viewable on each graph. To view each year's data separately scroll over the colour key blocks at the base of each graph.
Service
| 2010 | 2011 | 2102 | |
|---|---|---|---|
| Poor | 1.1 | 0 | 1.1 |
| Average | 3.3 | 0 | 2.2 |
| Good | 72.2 | 47 | 15.7 |
| Very Good | 16.7 | 38.6 | 48.3 |
| Excellent | 6.7 | 14.5 | 32.6 |
Delivery
| 2010 | 2011 | 2012 | |
|---|---|---|---|
| Poor | 2.2 | 4.8 | 1.1 |
| Average | 10 | 4.8 | 3.4 |
| Good | 68.9 | 41 | 15.7 |
| Very Good | 16.7 | 34.9 | 48.3 |
| Excellent | 2.2 | 14.5 | 31.5 |
Administration
| 2010 | 2011 | 2012 | |
|---|---|---|---|
| Poor | 1.1 | 0 | 1.1 |
| Average | 20 | 1.2 | 3.4 |
| Good | 53.3 | 48.2 | 15.7 |
| Very Good | 17.8 | 37.3 | 47.2 |
| Excellent | 7.8 | 13.3 | 32.6 |
Sales Support
| 2010 | 2011 | 2012 | |
|---|---|---|---|
| Poor | 3.3 | 4.8 | 2.3 |
| Average | 5.6 | 1.2 | 2.3 |
| Good | 61.1 | 44.6 | 14.8 |
| Very Good | 21.1 | 34.9 | 48.9 |
| Excellent | 8.9 | 14.5 | 31.8 |
Product Quality
| 2010 | 2011 | 2012 | |
|---|---|---|---|
| Poor | 1.1 | 0 | 2.2 |
| Average | 20 | 1.2 | 2.2 |
| Good | 53.3 | 48.2 | 19.1 |
| Very Good | 17.8 | 37.3 | 44.9 |
| Excellent | 7.8 | 13.3 | 31.5 |
Pricing
| 2010 | 2011 | 2012 | |
|---|---|---|---|
| Poor | 11.1 | 6.1 | 2.2 |
| Average | 3.3 | 6.1 | 2.2 |
| Good | 65.6 | 42.7 | 16.9 |
| Very Good | 17.8 | 31.7 | 47.2 |
| Excellent | 2.2 | 13.4 | 31.5 |