Satisfaction Survey

Customer Satisfaction Survery 2005

Customer Comments

These are just a few of the comments made by our survey respondents:
  • "Very good overall relationship... impressed by the responsiveness."
  • "I find the sales team most helpful and accommodating."
  • "The production team at Hobbs shows great initiative in chasing up clients, if things start to slip."
  • "I always get a quick response from the estimating team and communication is great."
  • "Hobbs always do their best to meet our dates and help us when we are running late, which is really appreciated."
  • "Hobbs' customer service is great, even when account managers are on holiday, the level of service does not slip."
  • "Hobbs staff are always responsive and positive, which is what the customer needs.  I find Hobbs to be proactive in all areas of the business."
  • "It is a delight to deal with Hobbs, especially as the account is handled professionally and efficiently."
It is, of course, wonderful to receive these and many other positive comments from you, and we take them to heart. We do not ignore those less positive, and we were keen to understand why just one person was 'very dissatisfied' with our sales representation - which turned out to be poor communication on our part, which we hope is already better as far as that customer is concerned.

It was again very interesting to read about where you, our customers are focusing your attention, and what you feel that we should be planning for in the future.

The most common theme from you was a growing move to lower print runs, but potentially more titles, thus requiring flexible suppliers with a wide range of digital resources and quick turnarounds.  Our addition of another new cut sheet digital press earlier this year, and the important installation of our new Nipson digital web press in August are acquisitions specifically made to focus on this trend.

The continuing need for competitive prices and tighter schedules with no drop in service levels remains very important to just about all of you; something that we feel that we respond to well (proactively, according to your feedback) and which is supported by our current MIS implementation and recent JDF enabled FastLane workflow installation.

In summary - you want us to maintain our high standards across all areas, work with you to keep schedules and costs to a minimum, and produce more work, of potentially lower runs, more colour, more customisation and all to the same levels of production quality - nothing to it!

Thank you again for your really helpful feedback.

This year, Kathy Lindsay of LexisNexis UK was drawn from the list of all who responded, and we were delighted to present her with a bottle of champagne with our thanks.

 Kathy Lindsay, LexisNexis UK

Kathy Lindsay, LexisNexis UK