In 2007 we started inviting customers to complete cards commenting on their level of satisfaction with their experience of our centre. The cards can be left with us in the boxes provided or posted back to us with the postage paid. Hilary and Shaun read every single card and take action personally to respond to any shortfall in service reported. To encourage customers to complete the comment cards, one is drawn each month and the sender is awarded a £20 gift voucher. To date we have received over 300 responses and we are pleased that not only do 94% of respondents tell us they received excellent or good service, but 26% state that their main reason for visiting is the friendly staff and service.
In February 2009 Which? magazine readers voted independent garden centres 4th best UK retailers whilst chains languished near the bottom of the poll. Voters said they liked "friendly customer service and product knowledge". A Which? representative said: "Our readers found good customer service. Knowing a lot about what they're selling was important and independent garden centres matched those criteria. But chains had average customer service, environment and staff, they found."
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