A promise to our customers! - SURVEY RESULTS!

During the summer months we undertook a customer survey in order to identify and improve aspects where performance within our company has fallen short in recent years. We’d firstly like to thank those six hundred customers that took part for their help.

We were re-assured by the results, underpinning our commitment to our customers and the industry. There were however some areas where improvements needed to be made.  

Marketplace- There was an overwhelming response from you that quality plants for baskets and containers is a growing area of your business and that the traditional seed raised bedding plant sales have fallen. A movement towards Hardy plants as part of cropping programmes was evident. It was felt that this area offers a longer window of opportunity to sell products in.

Labels- There was an indication customers were not getting a high enough proportion of labels with the delivery. We have invested in higher than normal levels of opening stock for 2012, bringing on site 90% of our forecasted requirements and investing £100,000 in stock. We have also implemented a more rigorous stock management system managed by Catherine Swann and Adam Parry with weekly reviews of stock levels.

Pricing- Most of our customers felt our pricing was fair. Despite cost increases of 15% in labour, fuel, plastics and compost we have held most of our prices static.

Delivery- You were overall happy with our delivery service, the only area that could be improved was communication. We have therefore initiated a new scheme to ensure all customers are called the day before delivery to help you plan your workloads. You will receive a call from Sophie Worlding to advise you of the estimated time of delivery and to discuss any issues with your order.

Stock shortages- Several of our customers commented that they were short delivered on orders. This we acknowledge as an area where we must improve. To this end we have recently recruited Jamie Pallant, a specialist stock and forecasting manager with over 20 years experience in the field. Our computer system is now working much better after 18 months of installation and testing, providing better information and up to date stock levels.

Quality- Although not highlighted in the results it is the Delamore ethos to continually develop ways to improve the quality of our plants. We have recently invested in two new growers and re-allocated responsibility to others. We have also recruited Jane Sauntson to the role of Despatch Manager with over 18 years experience within this department. We are initiating a programme of creating category specialists to further enhance the quality. Our customers will have access to these specialist growers in 2013.

New varieties- Our customers felt we offered very good new genetics each year. We are now working hard to enforce this with increased innovation following the recruitment of Sarah Curtis BSc Horticulture, from Writtle College, who is dedicated to our ever-expanding range.

In summary our pledge to you is to-

1. Deliver all plants on time and have any shortages with you within 1 week having advised you before delivery.
2. Deliver all ordered labels with the plants
3. Maintain an interesting portfolio of new products
4. Maintain our value for money offer

Tell the boss! 

If you remain dis-satisfied with any aspect of our service we invite you to contact our Managing Director on 01945 419112