World Statistics Day was held worldwide for the first time on 20 October 2010. It was created by the United Nations, with the aim of creating more awareness around specific performance and/or statistics, in terms of service, professionalism and integrity. Officially, it is celebrated internationally every 5 years, but at Meubis, on 20 October each year, we look at some important statistics, mainly in the area of service. Since transparency and openness are very important to us, we would like to share them with you.
Evolution Trust score
Of course, it is difficult for a company to really check one-on-one with all customers to see whether they are satisfied with our products and our service. That's why there are tools and/or websites like Trustpilot, that act as an independent platform and collect reviews. For the customers the perfect outlet (both positive and negative), and for companies ideal to keep a finger on the pulse, and hear what's going on among the customers.
If we take a closer look at the evolution of the year 2019, we have risen from a score of 5.7 out of 10 in January to 7.8 out of 10 (or 3.9 out of 5). This is not really a surprise for us, as in 2019 we considered customer satisfaction as a priority, and therefore work hard every day to achieve it. But it is indeed nice to see that the work is also rewarded. Of course, there's still room for improvement anyway, so that's what we're going for.
Evolution First Reply Time Mails
What is also very important to us is that customers are helped quickly. Nobody likes to be left without information, or to have to wait a long time for an answer when they have questions. That's why we actually started monitoring First Reply Time in 2018, how long it takes for the customer to get an answer to his question. The graph below is about answering incoming mails and/or contact forms.
At the beginning of 2018 those results were anything but good. Customers had to wait an average of 52 hours before they received an answer, with even a peak of 65 hours. That's almost 3 days. Inadmissible, so in the spring of 2018 we started to focus heavily on answering customers quickly and correctly. In doing so, we have indicated two values:
- The yellow line is the benchmark in the retail sector, i.e. the average time that mails are answered in our sector. It stands at 23.5 hours, i.e. about one day.
- The red line is our target, which we want to achieve as a standard, not once, but constantly. We have set that bar quite high, at 9.5 hours. In other words, we want to stay below 10 hours.
Since April 2019 we have been able to do that quite nicely. The past 2 months we have even clocked in at an hour and a half, as an average on all incoming e-mails. An excellent result, which we hope to be able to continue.
Evolution First Reply Time Chats
The second most frequently used means of communication is our chat. There too, it is important to measure how quickly we can respond to people. Of course, this is not expressed in hours, but in seconds. People on the chat want a quick answer, so that's what we have to be able to offer. The measurement has been running since April 2019, when it took about 337 seconds on average before people were answered, at the moment we are around 100 seconds. In principle, we should be able to do that a bit lower in the future.
Evolution Chat Satisfaction Score
Besides a quick answer, people on the chat of course also want a solid answer. Their problem needs to be solved, or their question needs to be answered. We measure this using the Chat Satisfaction Score. After every chat, we ask them about their satisfaction with the chat. We see that we remain above 80% on a monthly basis (since June 2019). As close to 100% as possible should of course be the goal.
POLL: Which customer contact do you prefer?
With the above in mind, we have run a poll on our website in recent weeks, to which every visitor could respond. The question was quite simple: which customer contact do you prefer? Customers expect a good and clear answer, but they also expect it quickly. Telephone is not always the perfect means of communication, as it often takes several stages (ask/view, then call back, then a new question, ...).
This survey also shows that our website visitors would prefer to communicate via chat (52%) and SMS/mail (31%). In today's society of text messaging, this is not surprising. Together, chat, sms and e-mail form the largest block of 83%. As a result, we have also decided to fully focus on these forms of communication as of next week, in order to be able to serve the visitor even faster. We have added sms to the contact options, and are currently looking at the possibilities with WhatsApp.
Responses sent via Instagram now also come to us in one central platform, so we can answer all questions quickly and efficiently, no matter what channel they are sent through.
Quality control suppliers
We also keep a lot of statistics on suppliers. This is because we are responsible for the quality control of our suppliers, in order to be able to offer quality and service to our customers. Of all suppliers, we keep very punctual records of how often 'after-sales service' occurs, or how often they are unable to meet the specified production deadlines. This has a decisive impact on delivery times, so it is crucial that the flow is correct and flawless. For privacy reasons, we are not allowed to share this information with you, but we can guarantee that we fulfil our duty here as guardian of the quality, both of the products and the delivery times.