In January 2020, FJ clients were invited to take part in a survey conducted by Investors in Customers (IIC).
Investors in Customers are an independent party that enable clients to review services, which in turn provides invaluable feedback for companies to understand what their clients are happy with and which areas they could improve upon.
Of around 2,000 responses that Footman James received from our clients, 52% of people said that they would recommend Footman James, scoring us a 10, on a rating scale of 1 to 10, with 10 being the highest possible rating, followed by 22% rating at 9/10. Among the top words used to describe FJ were; reliable, helpful, friendly and efficient.
At the time of the survey, 81% of people said they’d received the same level of service year on year by FJ, with 12% saying they’d received better service and 5% saying they’d seen much better service this year vs last year. Only 1% of people said the service was lacking vs last year.
We are overall pleased with these results and over the past 12 months, have been working behind the scenes to improve the service we offer Footman James clients. Despite the challenges brought by the pandemic and a drastic change to our ways of working, we have launched a new online Quote & Buy system for both Classic Car and Classic Bike, making it easier than ever to get a quote online with us. We have achieved a Platinum rating with Feefo for the second year and we have increased how often we communicate with our clients, through our weekly Merry Motoring newsletter which provides clients with exclusive offers with FJ partners, the opportunity to attend events, plus high-quality articles from workshop guides to the latest classic news.
The 2021 Investors in Customers survey is soon approaching and will land in FJ clients inboxes in July. We would love for you to take the opportunity to provide us with feedback so that we can continue to adapt and grow to provide you with the best service possible.
A big thank you to everyone who took part in the 2020 survey!
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