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Childrens Bed Centres Release 2012 Customer Satisfaction Results

January 13, 2013

Childrens Bed Centres have maintained a quality policy and quality management system independently certified to ISO9001 since 2008.  In order to achieve ISO 9001:2008 certification, the quality management system is audited by independent assessors to ensure it is compliant with the Standard and meets the needs of customers.

As part of the quality management system and Childrens Bed Centres commitment to customer satisfaction, performance levels are continuously reviewed by asking all customers who purchase childrens beds, kids bedroom furniture and other items which are delivered by their specialist teams, to complete a short feedback questionnaire during the delivery.  The questionnaires are voluntary, but as it takes the teams a bit of time to complete the free of charge assembly service of all CBC kids beds and furniture, approximately 80% of customers are happy to take a few moments to provide valuable feedback.

The questionnaires are split into five questions with an area at the bottom to provide any further comments if customers wish to.  Each of the five questions has ten numbered tick boxes between 1 (unsatisfactory) and 10 (excellent), and customers are asked to tick or circle the number that best represents the level of service they feel they have received.  The five key service/product areas customers are asked to consider when completing the feedback questionnaires are as follows:


1)      Customer Support – Sales Administration

What is the company’s helpfulness, speed and correctness of the response to; requests, enquiries, complaints?

2)      Customer Support – After Sales Support

How do you rate our after sales service in terms of staff availability, replacement products/services and helpfulness (if applicable)?

3)      Product/Service Quality

Do our products and services meet your quality expectations?

4)      Supply/Delivery Performance

Are your orders delivered on time and complete?

5)      Future Sales

Could you see yourself as a customer, using our services in the immediate of long-term future and have we taken all the necessary steps to secure your future business


The scores achieved for each of the questions above, for all feedback forms completed during 2012 are as follows:  1) 95%, 2) 96%, 3) 96%, 4) 97% and 5) 96%.

When all scores from every feedback form completed during 2012 are combined to gain an overall customer satisfaction rating for the year, the total comes to just over 95%. 


“Customer satisfaction is a top priority for all the team at Childrens Bed Centres.  The best form of marketing has and always will be word of mouth, and if customer’s are happy with the service they receive from us they will tell people about it, and come back to us again when they have another requirement for a kids bed or children’s bedroom furniture.  We enjoy receiving the monthly results of the customer feedback questionnaires as it shows our people are doing a good job, gives the team a boost and something to work towards maintaining and improving. 

From time to time customers call or e-mail just to tell us how happy they and their children are with their new kids bed or children’s wardrobe.  We are always thrilled to hear from customers and invite any customers who wish to contact us with any comments.  (Even negative, although we hope there isn’t too many of those!)

Our new website which was launched in December has an added feature on each of the product pages, where customers can specifically review the product they have purchased.  We encourage current and previous customers to use this facility and hope new and potential customers will benefit from hearing what impartial like-minded parents think.”

The Case Family