Our Performance

Objectives

At Albion Stone we aim to:

1. Provide at least an average of 12 hours training for each employee per year (in house or external).

2. Reduce waste at the source and reuse waste through increased sales of by-products

3. Continue to maintain a customer satisfaction level of 95%-100%.

Figures

Customer Service Satisfaction:

  2011 2012 2013 2014 2015
Excellent 56% 78% 60% 60% 64%
Good 44% 0% 37% 38% 32%
Average 0% 22% 3% 1% 2%
Fair 0% 0% 0% 1% 0%
Poor 0% 0% 0% 0% 2%

Customer Complaints:

Year 2011 2012 2013 2014 2015
Number of Complaints* 39 45 56 55 72


*The majority of complaints we receive from customers is due to the naturally occurring geological features in the stone. The higher the sales of dimension block, the more likely it is for us to receive complaints about these features which are undetectable in the block and only become apparent when the stone is cut.

Targets

Customer Service Satisfaction:

We would like to continue to receive less than 5% of feedback rating our service, fair or poor.

Customer Complaints:

 

2016

2017

2018

Number of Complaints

50

45

40

To request full report please email enquiries@albionstone.com.