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London, United Kingdom, 2008/12/10 - France-based Novacel, a specialist in surface protection, has announced the results of a customer-satisfaction survey, which was carried out by INIT Satisfaction. Clients of the company from 10 countries in Europe, Asia and the Americas.
Novacel of France, a specialist in surface protection, has announced the results of a customer-satisfaction survey, which was carried out by INIT Satisfaction. Clients of the company from 10 countries in Europe, Asia and the Americas were questioned about their experiences with Novacel, with 91% of respondents stating they are “satisfied to very satisfied” with Novacel solutions, while 97% would recommend Novacel products.
The customer-satisfaction survey was sent to more than 1,100 building, automotive, electronics and home-appliance professionals. In total, 330 clients responded (30%). The INIT Satisfaction survey was sent as an identical questionnaire to all countries in late 2007, and provided a way to assess customer-satisfaction levels regarding the products and services they were using, to identify expectations, and to measure the quality of the respondent’s relationship with their supplier. The survey was carried out in order to assist Novacel in its on-going improvement process.
Eight indicators were examined by the survey: sales approach, customer service, technical support, ordering, delivery, claim handling, products and print. For seven of those, Novacel was considered to be the best supplier on the market. The survey’s conclusions highlight Novacel’s qualities: good ‘people skills’, active sales teams, and appropriate technical support for customers.
On the strength of those results, Novacel has further improved its customer-service process: the company has initiated a major supply-chain management project, together with a processing-time reduction programme and claim follow-up scheme, in order to deal with ever more complex demands and increasing requirements regarding delivery times, punctuality, responsiveness and information handling. This customer-satisfaction programme will strengthen Novacel’s position as the market leader in surface protection.
Novacel (novacel.fr) is a world leader in protective films for industrial surfaces. The company, which is headquartered in Deville Les Rouen, near the city of Rouen (in Normandy, north-western France), is part of Chargeurs Protective Films.
Chargeurs Protective Films is an international group with sales operations across Europe (in Benelux countries, France, Germany, Ireland, Italy, Spain and the UK) and Asia (China, Japan and South Korea), as well as North America (Mexico and the USA). The company sells its products in more than 60 countries across five continents.
Novacel develops, produces and markets self-adhesive films for temporary surface protection used in the electronics, home-appliance, automotive and building sectors. Novacel films may be applied upon surfaces as diverse as stainless steel, pre-coated metals, aluminium, plastics, as well as shaped and laminated materials.