| Customer Satisfaction at Biocatalysts |
At Biocatalysts we pride ourselves on our customer focus and our high standards of customer service. We measure our levels of customer satisfaction on an annual basis to ensure that we maintain these high standards and that our customers are satisfied. The annual survey is performed and benchmarked by an independent market research company using the SERVQUAL framework. SERVQUAL is used to assess the customer's service experience in the following areas:
Participants are asked to score 1-5 for a number of statements in the above categories, where 5 is strong agreement and 1 is low agreement. On the SERVQUAL scale:
Of the 25 companies that our Consulting Agency performs this survey for, Biocatalysts has regularly been in the top 3 companies in terms of highest average scores, performing particularly well in the areas of responsiveness, reliability and empathy. Our customers have commented that our efficient response rates assists them in 'producing our orders in a timely fashion and gains our customers' confidence'. The results of our annual surveys are taken and analysed and any areas of weakness are examined and measures to improve these factors are included in the business planning for the next financial year. Customer comments:'I like how Biocatalysts works closely together with its clients. When problems occur, they are solved together with respect and mutual understanding.' 'Biocatalysts is a firm which is interested in problem solving, rather than just selling enzymes, and I like working together with them.' 'A very good company with good customer service.' 'Terrific service. Haven't landed on right product yet but doing a good job in getting there!' Why do you choose to buy from Biocatalysts?'They source the enzymes needed – of that type these enzymes were no longer available and Biocatalysts came to our attention.' 'For the diversity and the quality of its products, as well as the service.' 'We are developing our products, and Biocatalysts are able to provide us with the flexibility associated with changes etc in our development needs.' 'Biocatalysts are a professional company that deals with our specific requirements. They are very keen to help solve our enzyme problems.' 'Provide good efficient sample service and good technical support. Easy to get hold of, respond quickly to technical enquiries.' 'They have a responsive customer service team, who know about enzymes.' 'They are a superb business partner.' |
