Protective Packaging Limited

Customer Satisfaction

How do we value feedback at Protective Packaging Ltd?

Why is it vital for companies to issue an annual customer satisfaction feedback survey? Two words: continuous improvement.

Continuous improvement is what really enables a company to achieve operational excellence, but it’s also key for those pursuing innovation. It is a conscious, deliberate decision to consistently invest and focus on getting better, or in other words towards being more efficient and effective. It isn’t a one-off project with a start and an end, but an ongoing process that aims towards excellence in all areas.

At Protective Packaging Ltd ensuring high quality is the driving force behind how we conduct business, there is nothing more important to us than ensuring that our customer base is completely satisfied with both our products and our service. Feedback is vitally important to us as we are always working to improve our services as we grow our business. We want to get direct input from the customers we work with to get an idea of their opinions on our products and services, as well as their suggestions for potential areas of improvement. This desire is particularly essential in our commitment to our ISO 9001 & 14001 accreditations.

That is why we are proud to report that the results of our surveys to date have shown consistent improvements year on year and 2022 was no different. Our survey was sent out to all of our top 500 customers in the hopes of gaining valuable feedback from a vast cross-section of companies. More responses were returned than ever before and our results were predominantly positive!

Out of the 10 questions we put to our customers which included requests to rate our service, our teams’ responses and our lead times, we scored an average of 9.5 out of 10. More importantly, when our participants were asked if they were happy with the quality of our products every single response was a resounding yes!

We attribute our success to our dedication in using high-quality materials and innovative solutions to meet the needs of our customers. As a business we are constantly exploring new materials and production techniques to stay at the forefront of packaging technology as leaders in the climatic packaging industry. This enthusiasm in providing reliable and efficient solutions ensures that customer satisfaction is top-of-mind for us every single day.

We also invited participants to give comments for each question – some of the highlights are below:

  • “We receive a first class service whenever we place an order with Protective Packaging Ltd”
  • “Prompt quotes prompt delivery”
  • “We have nothing to object to, it has always been quality”
  • “Absolutely outstanding”
  • “You communicate with us during the whole order process”
  • “Advice given always honest and helpful”
  • “Nothing too much trouble, goods ordered always correct and on time”
  • “All staff extremely helpful and dedicated to customers’ requirements”
  • “The admin team are very helpful and reactive to any issues regarding delivery and quality.”


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