Customer Satisfaction

Our staff are encouraged to deal with all feedback quickly and constructively. The Customer Care section of our website details how feedback can be provided.

We continue to raise awareness of the benefits of recording complaints, compliments and general feedback, as an important part of our continual improvement policy.

Complaints Summary

Our performance standard is to achieve 1.15% of complaints against despatches. View our current performance levels

It is important that we learn from complaints as an organisation. A service delivery review is carried out each month to highlight the areas for improvement. This year we are targeting a reduction in complaints by:

Changing our method of packaging

After our recent warehouse relocation we are carrying out a review of our packaging to reduce despatch related complaints.
Reducing data entry errors

We have investigated our quality monitoring processes and provided further training to our staff. We have also introduced some technological improvements to assist in the data entry process.
Getting it right first time every time

Every customer should receive first class service each time they contact us.

Compliments Summary

Compliments on our performance are always gratefully received and we ensure that they are communicated to individuals on a regular basis.

A total of 72 compliments were logged during 2007. We hope that as we continue to strive for improvement in our service offerings we will see this number rise. Typical compliments include:

“Brilliant service, excellent staff support and service.”
“To date I have found your service to be extremely efficient.”
“TSO already provide an excellent service, user friendly and helpful staff.”
“We are totally satisfied with your service.”
“Excellent service, thank you.”