Balustrade specialist Richard Burbidge has received record satisfaction scores from customers in its 8^th independent survey, with product quality, branding and ordering staff highlighted as areas of particular strength.

Over 250 builders’ merchants, independent DIY retailers and joinery manufacturers were interviewed by a market research agency and were asked to rate Richard Burbidge on a whole range of different areas.

The company received its highest ever overall customer satisfaction score of 80 out of 100, which is considered an excellent achievement for a manufacturing business. Richard Burbidge’s product offering, marketing, deliveries, order process and problem solving were also rated highly, receiving scores of more than 80.

Areas for improvement were also identified, including the use of carrier services, and this is already under review, as a direct result of customer feedback.

Commenting on the results of the latest survey, Chief Executive Steve Underhill said: “We take the customer satisfaction survey extremely seriously. We want to know what we’re doing well but more importantly, what we can do better, which is why we survey our customers regularly, using an independent agency.

“The results of the latest survey are particularly pleasing in light of the current climate and we hope this shows that we have continued to provide an excellent level of service, despite the challenging economic conditions.

“We have also listened to customers’ comments about areas for improvement and we will be looking at these over the coming months.”

Richard Burbidge has undertaken eight independent customer satisfaction scores in the last six years. The next survey is scheduled for the end of 2010.

Further information on the survey results is available from Richard Burbidge sales managers.