This assessment pillar evaluates the stewardship of our customers, encompassing the quality of our products and services, ethical marketing practices, data privacy and security, and how important feedback channels are to us.
We are committed to recognising products or services designed to address specific social problems for or through our customers. Whether it’s health or educational products, or serving underserved customers/clients, we strive to improve the social impact of other businesses or organisations. Sponsorships, memberships, charity events, and pro bono professional hours are all examples of going the extra mile to provide additional value to the customers around us.
Managing Customer Stewardship
Our dedication to managing customers is evident. From the measures we undertake to ensure the impact and value created for our customers or consumers.
From third-party quality certifications to formal quality control mechanisms, regular feedback and complaint channels, privacy and data security management, ethical marketing policies, and customer satisfaction monitoring. We prioritise the welfare and experience of our customers.
Quality Assurance and Supplier Reviews
We diligently use established third-party methodologies to manage quality assurance for our products and services. Over 75% of our suppliers undergo regular quality assurance reviews or audits, underscoring our commitment to maintaining high standards.
Feedback and Complaint Channels
We prioritise open and transparent communication, as evidenced by the direct access to the customer services team for all our customers, public access to product/service reviews, documented SLA’s for responding to enquiries or complaints, and real time support offered to our valued customers.
Monitoring Customer Satisfaction and Retention
From day 1, customer satisfaction and retention have been a key focus areas for us. And they always will be. We actively monitor and share customer satisfaction internally and publicly, setting specified targets to ensure our customers’ and clients’ satisfaction is at the forefront of our operations.
For every job completed, customers are sent a link and invited to publicly review our services. And we collect feedback from both Google Reviews and Trustpilot reviews where we score very highly. We have proudly maintained a 95% customer retention for a number of years, and our word-of-mouth recommendations are increasing daily.
Managing Product Impacts and Data Usage
Our commitment to managing the potential impact of our products on our customers and beneficiaries is evident through continuous monitoring of customer outcomes. We also look at well-being, incorporating customer testing and feedback into our products, and implementing programs to continually improve outcomes.
Furthermore, our stringent data usage and privacy policies, GDPR-compliant email marketing strategies, and customer data management. This reflects our dedication to safeguarding our customers’ information and privacy at all times.
At Eight Days a Week Print Solutions, the satisfaction and well-being of our customers remain central to our ethos. We’re multi-award-winning in this area, and are committed to upholding the highest standards in every aspect of our interaction. Exemplary customer service is not the exception – it’s the rule at Eight Days a Week!
If you’re interested in reading about the other pillars of our B Impact Assessment, visit our B Corp page. You might want to find out more about the journey to becoming a B Corp.