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Surprising results in Euro Puppy’s Customer Satisfaction Survey


February 7, 2011
ann

We have recently launched a survey to get a clear picture of how satisfied our customers are with the service we provide and with our puppies.

The survey was sent out to 130 of our most recent customers. We expected a higher response rate than the industry average, because in the process of finding their dream puppies, we develop a close relationship with our customers.

However, we did not expect a response rate, 3 times higher than the industry average. To our utmost surprise, more than 40%, 52 of the 130 customers have filled in the survey so far. Many of them sent us personal letters with photos of their puppies too. Thank you all for your responses – it really means a lot to us!
Thanks to the great feedback our customers provided, we will be able to focus our attention on areas that can be further improved. I would like to share with you just some of the highlights:

While 94% agree, 0% disagree. 

  • 93% are very satisfied with our service.
  • 90% say Euro Puppy provided great value for money.
  • 94% will recommend Euro Puppy to their friends.
  • 98% are happy with the timeliness and quality of Euro Puppy’s communication.
  • 96% say their puppy is definitely worth the money they paid for it.

However flattering these results may be, we didn’t conduct the survey to make ourselves feel and look good, but rather to discover any problematic areas that might make customers unhappy. The two such areas we have identified are shipping and pedigree processing. As a matter of fact, satisfaction rates were above 60% in these areas, which is still not a bad result, but we won’t stop until we see these numbers approach 90% too.

Unfortunately, shipping and pedigree processing happen to be the two areas that we have to rely on 3rd parties – hence having the least control in our hands.
Some of our customers had to deal with bureaucratic authorities while picking up their puppies at the airport. Since there is not much we can do about the way certain airports and local authorities handle our customers, we try to partner with local veterinary services to take care of the airport pick up wherever possible – especially in Middle Eastern countries, where the process is complicated by a lot of red tape.

Several factors, such as airline capacity and weather conditions are unfortunately beyond our control, but we do our best to get the possible best terms for our customers with any 3rd party we have to deal with.

Pedigree processing is a big concern. We can assure everybody still waiting for their dog’s pedigrees that they will receive it. The reason why pedigree processing takes long in some cases is that we have no control over the two parties involved, breeders and kennel clubs, and the communication between them is not always flawless. We are now setting up a system, which will enable us to get instant up-to-date information on the pedigrees’ current status.

The survey also showed that people value the dog’s health more than, price, looks or anything else. And that’s why they choose Euro Puppy. We will continue delivering the same quality as before, with special attention to shipping and pedigree processing, so that even more families can find their dream puppies with our help.

Catgegory: Company News