Very satisfied clients!

In 2008, Léger Marketing did a comprehensive study to measure customers’ satisfaction with Hector Larivée. As far as Hector Larivée’s management team was concerned, the survey was intended to meet two objectives:

• first, measure customers’ appreciation of our services;
• and, second, clearly identify those areas that needed to be improved.

According to Léger Marketing, the results were truly impressive. Key results are as follows:

• Upwards of 90% of our clients are satisfied with our telephone greeting service.
  
  
  
• Customers’ satisfaction rate with respect to our sales staff exceeded 90%. This result is greater than the average result obtained by Quebec companies.
  
  
  
• Among clients who consider delivery as being a key concern, more than 85% said they were satisfied with our schedule and the professionalism of our drivers.
  
  
  
• With respect to the quality of our products delivered whether, in cases, in cellos or by the unit, 86% of clients expressed their satisfaction with our performance.
  
  
  
• Our communication tools (Web site, Our Garden Newsletter, telephone messages) have earned themselves a satisfaction rating of more than 92%

In this extensive survey administered to a large sample of customers, the Hector Larivée team retained one statistic: more than 40% of our customers were unable to identify a single weakness in our activities!

“We greeted these results with tremendous pride, aware that satisfaction was a measure of each of the small actions accomplished by each and every one of our team members at each and every phase of the supply chain.”


Guy Larivée