Customer Satisfaction

We send our customer satisfaction survey to everyone who contacts us with an enquiry as part of our commitment to continual improvement (a requirement of BS 5750 / ISO 9000).

If you didn't use us we use the feedback given internally to understand our market, and where necessary modify our business model.

We publish a summary of the results of everyone who uses us below, so potential customers can see the great service we offer:

 

Customer Service Results

Flat Pack Amigos email all customers for feedback on our service. We collate these figures and publish them on our website a couple of months in arears.

Unfortunately not every customer replies to our survey but these are the results from the last 12 months (864 customers) who replied to our customer satisfaction emails.


Overall:

  • 99.19% Were satisfied with the overall assembly.
  • 99.31% of customers were pleased with the service
  • 97.80% felt the price paid was fair
  • 98.61% would use FPA again.

Clearly we would like this to be 100% and we are always looking into how to address these areas.


Estimated Charges:

  • 98.84% stated the method of charging was clearly explained when they made the booking.
  • 96.88% agreed the price estimated was roughly the amount they expected to pay (or less) when they contacted us.

Actual Price Paid:

  • 98.38% paid the estimated amount.
  • 99.31% stated the actual price charged was clearly explained when payment was requested.

Punctuality:

When you book you will normally be given a timed appointment slot.

  • 94.22% of assemblers were on time*
  • Of those that were late
    • 116.1% notified the customer in advance**
    • 79.9% were one hour or less late.

* If an assembler is running late, we expect them to notify you, we do not expect them risk an accident by driving too fast and then arriving agitated or stressed.
** In Central London we use the London Underground to travel to jobs. This removes parking costs, getting stuck in traffic and the Congestion Charge. Unfortunately mobile phones don't work under ground, so if an assembler is delayed, he may not be able to notify you.


General:

  • 99.54% said his/her/their manners were acceptable
  • 99.42% said his/her/their appearance was acceptable
  • 98.38% said the premises left tidy on completion
  • Where appropriate*** 98.73% said the furniture was correctly demonstrated (drawers, sliding doors).

*** We do not feel the need to demonstrate sleeping on a bed!

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Recent Satisfied Customers

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I would definitely recommend the service, carried package upstairs to bedroom, brought all the waste downstairs, very happy with the assembly of wardrobes and drawers.

(5 out of 5 stars) on

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Arrived on time. Did an excellent job. Very pleased with the result. Would recommend to others.

(5 out of 5 stars) on

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Excellent service. It was easy to make the booking through the website and later via email. The assembler was on time and very nice, and the work well done. I would certainly use them again if needed.

(5 out of 5 stars) on

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Thank you. You arrived the day after the furniture was delivered. Assembler was punctual, polite and went straight to work. I was really impressed with the service and would definitely recommend this to everyone at work who are waiting to see how I got on with this service. My daughters were really happy and so was my husband who was impressed with service.

(5 out of 5 stars) on

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Excellent human being and professional . Did the cot assembly and wardrobe assembly amicably . Highly recommended

(5 out of 5 stars) on

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Very happy with timing of the service and service provided. Assembled very quickly and effectively.

(5 out of 5 stars) on