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


Overall:

  • 98.73% Were satisfied with the overall assembly.
  • 99.15% of customers were pleased with the service
  • 98.17% felt the price paid was fair
  • 98.59% 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:

  • 98.59% 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:

  • 98.17% paid the estimated amount.
  • 99.29% 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.

  • 94.50% of assemblers were on time*
  • Of those that were late
    • 100.0% notified the customer in advance**
    • 71.8% 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:

  • 99.44% said his/her/their manners were acceptable
  • 99.29% said his/her/their appearance was acceptable
  • 98.59% said the premises left tidy on completion
  • Where appropriate*** 98.59% 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 recommend this to my friends excellent service

(5 out of 5 stars) on May, 8, 2018

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I had a large wardrobe and chest of drawers assembled and the items have been put together perfectly and were demonstrated to be in correct working order. The assembler John was polite and removed his footwear when he entered our home and was tidy and respectful. I would use the company again.

(5 out of 5 stars) on May, 4, 2018

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It was a pleasure to have Flat Pack Amigos visit our home this week, they arrived early, conducted the job in exactly the time they quoted for and left the installation area very clean. I would definitely recommend them to other potential customers and we certainly use their services again.

(5 out of 5 stars) on May, 1, 2018

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Punctual, professional and good standard of workmanship. Would use again. Thank you.

(5 out of 5 stars) on April, 27, 2018

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Chris who made arrangements for appointment was fantistic. Even when I missed my Very delivery Brendan changed assembly dates to my requirements straight away. Brendan who did the assembly was great, he rang to say what time he was arriving and considering he was on his own assembling a 6 door wardrobe he was very quick. I was working from home that day and was worried about the noise interrupting me but surprisingly I could not here a thing from the other room. Have used Flatpack Amigos twice now and I would not hesitate to recommend their 5 star service.

(5 out of 5 stars) on April, 27, 2018

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Chris who made arrangements for appointment was fantistic. Even when I missed my Very delivery Brendan changed assembly dates to my requirements straight away. Brendan who did the assembly was great, he rang to say what time he was arriving and considering he was on his own assembling a 6 door wardrobe he was very quick. I was working from home that day and was worried about the noise interrupting me but surprisingly I could not here a thing from the other room. Have used Flatpack Amigos twice now and I would not hesitate to recommend their 5 star service.

(5 out of 5 stars) on April, 27, 2018