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Mt ‘near perfect’ in service stakes


Cable management specialist Marshall-Tufflex has received a resounding thumbs-up from its customers, with a large number of those canvassed so happy with the service the company provides that they think nothing can be added or improved.

The Hastings-based manufacturer regularly asks customers for their views, with its most recent Customer Service Survey highlighting satisfaction with on-time – and correct – deliveries, supportive delivery staff and the overall service and product quality provided.

Debbie Ensell, commercial office manager at Marshall-Tufflex, said: “We are committed to best practice and strive to deliver the highest standards of customer service. We understand that our customers require faster, easier and more cost-effective solutions with superior levels of support services. Customer Service Surveys help us to ensure that these very high standards are continually maintained, whilst identifying areas where improvements can be made.”

The latest cable management Customer Service Survey went out to Marshall-Tufflex customers across the UK. In several areas, including overall service, sales staff being knowledgeable, deliveries being correct and on time, delivery staff being helpful and invoices being clear and correct, the business recorded its highest levels of satisfaction since 2003, with scores close to excellent.

Marshall-Tufflex prides itself on quality, professionalism and, above all, accuracy of delivery, valuing the opinions of its customers so highly that it conducts twice yearly surveys to gain their views.

It also quizzed electrical contractors for their opinions of the business. Findings from this survey highlighted product and service quality, as well as availability, as reasons for remaining loyal to the Marshall-Tufflex brand, whilst the vast majority of contractors disclosed that it is their product of preference when installing cable management solutions. Almost 97% of respondents also rated the technical support that Marshall-Tufflex provides as either very good or excellent.

Contractors questioned did suggest ways in which Marshall-Tufflex could improve its service, for example by looking at ways to reduce installation costs with new, plug & play product ranges.

“We take our customers’ views very seriously and so these surveys are an opportunity for us to take those views on board and address any shortfalls,” concluded Debbie Ensell.


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