manvikcustomer service reviewfull year analysis2008 - 2009

2. J.9217

3. Summary

4. J.9217 Key Points Manvik gets a very good assessment overall: 78% of customers gave Manvik 7 out of 10 or higher 7.9/10 the average in Ireland 7.6/10 the average in the UK The UK / Ireland difference is slight in reality. Expertise and Experience more highly rated in Ireland than in the UK Very good business understanding Very helpful at diagnosing cause of problems Good at keeping up with technological changes and developments Innovation and anticipation of needs are relatively less important to customers while business understanding and problem diagnosis are claimed as critical. It is most important to keep customers informed of progress and to communicate in a timely and clear manner. Although most rate Manvik well for keeping customers informed of progress, there is evident scope for improvement.

5. J.9217 Key Points Keeping to promises made about deadlines is a key requirement and an area in which the Manvik companies rate well in both territories. Manvik are rated highly and easy to do business with, but less than half strongly agree that they have exceeded expectations 47% in Ireland 34% in the UK Most customers do agree to some extent however, but it would be desirable to boost the extent of strong agreement if possible. This data is encouraging but will benefit from the context provided by a longitudinal assessment. An objective should be to boost the proportion giving Manvik 9 or 10 out of 10 (rather than merely 7 out of 10).

6. Overall Assessment

7. J.9217 Manvik Mark Out Of TenBase: 103 Respondents

8. J.9217 Overall Assessment Of Manvik Base: 121 Respondents

9. J.9217 Happy To Refer Manvik To A Colleague In A Similar Situation To You?

10. Nature of Respondents

11. J.9217 Customer Sample Overview

12. Experience / Expertise Assessment

13. J.9217 Critical Aspects Vis a Vis Experience & ExpertiseBase: 121 Manvik Clients, UK & Ireland

14. J.9217 Of these five aspects, which is most important to you?Base: 60 Manvik Ireland 61 UK (49 Manvik UK / 12 Wastetec)

15. J.9217 Expertise & Experience AssessmentBase: 121 Respondents

16. Communication

17. J.9217 Importance of Communications FacetsBase: 121 Manvik Customers

18. J.9217 Of these five communications aspects, which is most important to you?

19. J.9217 Assessment of Manvik CommunicationsBase: 103 Respondents:

20. Other Assessments

21. J.9217 Importance of FacetsBase: 121 Manvik Clients, UK & Ireland

22. J.9217 Of these three attributes, which is most important to you?

23. J.9217 Manvik PerformanceBase: 121 Respondents

24. Spontaneous Observations

25. J.9217 One thing that Manvik should preserve in their customer service: I

26. J.9217 One thing that Manvik should preserve in their customer service: II

27. J.9217 One thing that Manvik should preserve in their customer service: III

28. J.9217 One thing that Manvik should preserve in their customer service: IV

29. J.9217 One thing that Manvik should preserve in their customer service: V

30. J.9217 One thing that Manvik should preserve in their customer service: VI

31. J.9217 One thing that Manvik should preserve in their customer service: VII

32. J.9217 One thing that Manvik should preserve in their customer service: VIII

33. J.9217 One thing that Manvik should preserve in their customer service: IX

34. J.9217 One thing that Manvik could do to improve their customer experience: I

35. J.9217 One thing that Manvik could do to improve their customer experience: II

36. J.9217 One thing that Manvik should preserve in their customer service: III

37. J.9217 One thing that Manvik should preserve in their customer service: IV

38. J.9217 One thing that Manvik should preserve in their customer service: V

39. J.9217 One thing that Manvik should preserve in their customer service: VI

40. J.9217 One thing that Manvik should preserve in their customer service: VII

41. J.9217 One thing that Manvik should preserve in their customer service: VIII