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


Overall:

  • 98.70% Were satisfied with the overall assembly.
  • 99.13% of customers were pleased with the service
  • 98.12% felt the price paid was fair
  • 98.55% 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:

  • 98.55% stated the method of charging was clearly explained when they made the booking.
  • 97.40% agreed the price estimated was roughly the amount they expected to pay (or less) when they contacted us.

Actual Price Paid:

  • 98.12% paid the estimated amount.
  • 99.28% 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.

  • 94.36% of assemblers were on time*
  • Of those that were late
    • 94.9% notified the customer in advance**
    • 69.1% 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:

  • 99.42% said his/her/their manners were acceptable
  • 99.28% said his/her/their appearance was acceptable
  • 98.55% said the premises left tidy on completion
  • Where appropriate*** 98.70% 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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This was a very professional job done to my satisfaction and as promised at the beginning. I am going to use this service again. I highly recommend it.

(5 out of 5 stars) on March, 28, 2018

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I will most definitely use your service again. The fitter came on time and we were really pleased with the finished product. Many thanks

(5 out of 5 stars) on March, 19, 2018

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From my initial enquiry Brendan was excellent - knowledgeable, highly responsive and I was satisfied with the quote provided. Brendan the assembler was friendly, professional, efficient and put together 3 wardrobes and 2 beds with no issues whatsoever. He ensured I was completely happy at each stage and gave me the option to decide on positioning of shelves and handles, location in the room, attachment to wall etc. I would not hesitate to use this service again and would definitely recommend.

(5 out of 5 stars) on March, 19, 2018

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Unbelievable service at a very reasonable price. My tall kitchen cabinet was delivered on Thursday and on arrival I realised it was too big, heavy and awkward for me to be able to assemble and install on my own. I contacted two flatpack assemblers online on Friday morning. One replied immediately but couldn't do the job until the next week and then at a very high price. I was out all day on Friday and when I returned home at 8:30pm there was a message from Brendan on my answerphone. I called back straight away and the upshot was that he came to me the next day and made a perfect job of assembling and installing the cabinet. Now that's what I CALL service! Well done Flat Pack Amigos.

(5 out of 5 stars) on March, 16, 2018

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The assembler was calm and efficient. He just got on with the job which is what you want. He was pleasant and came on time so I would recommend him

(5 out of 5 stars) on March, 15, 2018

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from the time of 1st communications until complete the service was excellent i worry sometines that i may not get what i askes for but on this occassion excellent John was very punctual polite an completed my job to a high standard. date was kept even though snow affected most people my work was still completed on the agreed date. would definately use again an recommend

(5 out of 5 stars) on March, 10, 2018