January 20th, 2012 by Peggy Farabaugh
Last month we posted the results of our most recent Vermont Woods Studios Furniture customer satisfaction survey. We received reviews and ratings from 69 of the 130 customers we surveyed (a response rate of 53%). The questions we asked customers assessed the: quality of our furniture, ease of ordering online, shipping and delivery experience, price and response of customer sevice personnel.
We also asked overall questions: Would you purchase from Vermont Woods Studios Furniture again and What complaints do you have?
My previous post focused on customer reviews of our shipping and delivery performance, including a recent complaint and how we handled it.
Today I wanted to share customer feedback about the quality of our Vermont made furniture. When asked to rate "Quality of Furniture" our customers responded:
* Excellent or very good – 94.03%
* Neutral – 1.49%
* Needs improvement – 0%
* Unsatisfactory – 0%
* No answer or not applicable – 4.48%
So these numbers are good, but our goal is to have 97-100% of responses in the excellent to very good range so this 3% deficit is going to bother me. We’ll be working on identifying the cause of this shortfall and fixing existing systems or implementing new systems to continuously improve.
One positive thing is that there were no responses in the “needs improvement” or “unsatisfactory” categories. But 1.49% were neutral and 4.48% either did not answer the questions or said quality was not applicable. Hmmm?
I wonder if some people are just uncomfortable rating the quality of fine, handmade furniture. It’s kind of a science, really. And an art. I’ve written a number of posts recently about defining fine furniture. There’s a big difference (quality and price-wise) between made to order furniture, customized furniture, custom wood furniture and custom artisan furniture. It all depends on the type of wood used, styles of craftsmanship, sustainability and more.
So it's complicated and maybe that's why a few people declined to answer that one. I'm not sure. I'd be interested to hear your thoughts. Please feel free to post below in the comments, or on our Vermont Furniture Facebook or email me directly at peggy@VermontWoodsStudios.com. Thanks!
She is a CEO who brakes for salamanders, has bottle-fed rescued squirrels and spent her vacation building furniture for a rural school in Costa Rica. She believes in the future and in the people who will build it. A former distance-learning professor at Tulane University with a master’s in environmental health & safety, she turned an interest in forest conservation and endangered species into a growing, local business. She delivers rainforest statistics at breakneck speed, but knows how to slow down and appreciate the beauty of a newly finished piece of heirloom furniture.