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


Overall:

  • 99.20% Were satisfied with the overall assembly.
  • 99.40% of customers were pleased with the service
  • 97.89% felt the price paid was fair
  • 98.70% 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:

  • 98.90% stated the method of charging was clearly explained when they made the booking.
  • 96.59% agreed the price estimated was roughly the amount they expected to pay (or less) when they contacted us.

Actual Price Paid:

  • 98.50% paid the estimated amount.
  • 99.40% 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.

  • 94.28% of assemblers were on time*
  • Of those that were late
    • 110.5% notified the customer in advance**
    • 78.8% 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:

  • 99.40% said his/her/their manners were acceptable
  • 99.50% said his/her/their appearance was acceptable
  • 98.29% 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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Super happy with the service . Prompt replies to emails and fair price. Our day was changed due to covid isolation for assembler and this was communicated to us via email and text so no problem there and we had a time the next day . We had a wayfair kitchen trolley and rattan furniture done , all super quick, tidy and friendly . Very very happy that we picked this company and will use again for sure . Very impressed .

(5 out of 5 stars) on

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Our assembler arrived on time and was friendly and helpful. He did an excellent job in assembling our large IKEA wardrobe and we were very happy with the end result. We'd highly recommend the services of Flat Pack Amigos.

(4 out of 5 stars) on

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Our assembler arrived on time and was friendly and helpful. He did an excellent job in assembling our large IKEA wardrobe and we were very happy with the end result. We'd highly recommend the services of Flat Pack Amigos.

(4 out of 5 stars) on

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Flat pack Amigos are absolutely fantastic. This is the first time we used a company to assemble our flatpack furniture and they were amazing. The price was competitive and the service was very professional. We will definitely use them again, highly recommend them

(5 out of 5 stars) on

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I would highly recommend this company. Arrived on time and completed the work within a few hours. Cupboards built perfectly no problem at all. The guy was friendly and very tidy. I will definetly book again and have passed details on to friends already. Thanks again for a great service.

(5 out of 5 stars) on

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Very happy with all aspects of the job and person who did job.would not hesitate to use company again

(5 out of 5 stars) on