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


Overall:

  • 99.25% Were satisfied with the overall assembly.
  • 99.10% of customers were pleased with the service
  • 98.06% felt the price paid was fair
  • 98.36% 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:

  • 98.51% stated the method of charging was clearly explained when they made the booking.
  • 97.47% agreed the price estimated was roughly the amount they expected to pay (or less) when they contacted us.

Actual Price Paid:

  • 98.06% paid the estimated amount.
  • 99.25% 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.

  • 94.19% of assemblers were on time*
  • Of those that were late
    • 89.8% notified the customer in advance**
    • 66.6% 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:

  • 99.40% said his/her/their manners were acceptable
  • 99.25% said his/her/their appearance was acceptable
  • 98.66% said the premises left tidy on completion
  • Where appropriate*** 98.66% 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

Miranda wrote about the furniture assembly service received:

I was wary at first when I booked the service to put together a sideboard. I wasn’t keen on spending extra, but have a useless all thumbs husband who reads the instructions back to front so this was a godsend. Getting a quote was seamless. Richard was a thoroughly nice bloke, professional and efficient arrived on time, did not use four letter expletives unlike my hubby and completed the job perfectly. Thanks you so much will definitely use again

Lina wrote about the furniture assembly service received:

Great service, friendly and efficient

John wrote about the furniture assembly service received:

Found the time during the evening to respond to emails about timings, prices and other detail without any fuss and very promptly. He arrived bang on time and got straight down to work and finished on time. There was zero mess and the work was carried out exceptionally well. I will definitely use them again and recommend to my friends. It has encouraged me to buy more flat-pack type items as I now know there are experts offering this great inexpensive service.

Obidi wrote about the furniture assembly service received:

I am overall impressed with the service. He was punctual, very friendly and professional and assembled my office furniture in good time. I will definitely use them again.

Gefrin wrote about the furniture assembly service received:

This a great service. Prompt contact after enquiry made, booking arranged with ease. Arrived bang on time and did a great job with assembly. Friendly approach and got on with the job. I will definitely use again and recommend to others!

Katie wrote about the furniture assembly service received:

The customer service we recieved was excellent. The quality of service and speed at which all the furniture was built was second to none. Would highly recommend to anyone. In particular if you have several items that need building. It would have taken us days (if not weeks) and a few arguments along the way so it was money well spent and I would definitely use this service in future.