East Anglian is celebrating a hugely successful first five years in their new £5 million purpose-built site, during which they've seen enviable growth across all areas of the organisation.
The plant has achieved impressive growth in business since its move from Peterborough to Sawtry in 2009, with the announcement of increased sales and more customers using its services each week.
Selwyn Parrish, Commercial Manager at East Anglian Galvanizing, explained: “Since our move five years ago we’ve seen some fantastic improvements in productivity and output for our customers. We’re thrilled to have achieved so much in such a short space of time – especially as it’s all been done through a tough recession.”
The firm regularly undertakes customer service surveys through the globally renowned Net Promoter, the industry standard for measuring and improving customer loyalty. The Net Promoter Score (NPS) is made up of three categories – Promoters, Passives and Detractors, with the score worked out by subtracting the percentage of detractors, from promoters. The plant regularly achieves scores of 70, with the average score going from 22 to 60 in the past five years, significantly higher than the industry benchmark.
Paul Bayford, General Manager, explained: “The NPS enables us to measure, understand and improve our customers’ experience, and I’d liketo thank our entire team for their hard work, for achieving such fantastic scores, improving our average year-on-year. Time and time again our customers feedback on the positive service they have received, which includes quick turnaround times and the overall quality of service provided. Although the scores have been well above standard, we still work at constantly improving our service following customer feedback, and we are committed to ensuring the quality of customer service we provide is second to none.”
In addition to the firm’s successful growth in sales, its service has been further enhanced with the investment of two new vehicles – bringing its total fleet to 10 – enabling the team to provide more collections and deliveries to its wide range of customers across the region.
By Wedge Group Galvanizing Ltd