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:

 

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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 (629 customers) who replied to our customer satisfaction emails.


Overall:

  • 99.21% Were satisfied with the overall assembly.
  • 99.05% of customers were pleased with the service
  • 97.94% felt the price paid was fair
  • 98.25% 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:

  • 98.41% stated the method of charging was clearly explained when they made the booking.
  • 97.46% agreed the price estimated was roughly the amount they expected to pay (or less) when they contacted us.

Actual Price Paid:

  • 97.94% paid the estimated amount.
  • 99.21% 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.

  • 94.29% of assemblers were on time*
  • Of those that were late
    • 91.8% notified the customer in advance**
    • 66.7% 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:

  • 99.37% said his/her/their manners were acceptable
  • 99.21% said his/her/their appearance was acceptable
  • 98.89% 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

Mark wrote about the furniture assembly service received:

Really impressed with the service from the prompt response to my enquiry through to the installation. Prompt, very tidy and an excellent job from a friendly professional company.

Andrea wrote about the furniture assembly service received:

Very happy with the service - friendly and helpful. Would definitely recommend to friends and family

Abby wrote about the furniture assembly service received:

I cannot recommend this service enough. Peter was on time, friendly and before i knew it he had assembled a complicated piece of furniture which would have taken me days and caused much stress. I will definitely be using this service again. Thank you so much!

Clare wrote about the furniture assembly service received:

I would definitely recommend you to a friend. Tibor was punctual, worked away quietly with no fuss and adapted the build as a couple of parts were missing. You have to be very experienced and confident to do that and make a brilliant job of it! Thank you.

Sheila wrote about the furniture assembly service received:

Very satisfied with the service .They responded quickly to all my emails . The assembler was very polite and helpful and did a really good job, room was left all clean and tidy afterwards .Would definitely use this service again.

Ian wrote about the furniture assembly service received:

John was on time and very polite and helpful, certainly be happy for him to do more work for me in the future.