Customer Satisfaction Survey 2024

Our customers are the lifeblood of North South Wines – without them, we simply don’t have a business. That’s why it’s incredibly important to us to make sure we are constantly improving our offering and ensure we’re doing the right thing for them.

As part of our drive for constant improvement, we ask all our customers to complete a simple survey every year. This provides us with key insights and indicators of our performance, as well as offering customers the opportunity to tell us where we need to improve. 

This year we had 57% more responses than in 2023 and 105% more responses than in 2022. This tells us that we are managing to get more information, and as we look at averages, it should give us a better picture of how we are performing.   We ask customers to tell us how satisfied they are with us overall, providing a general measure of what offer and deliver – from our range to our service. 79% told us they were ‘Very Satisfied’ and the remaining 21% told us they were ‘Satisfied’.

We also ask our customers to give us an overall rating out of 10, and we have seen continued improvement year on year. This measures not just our customer service, but also the work of our finance, operations, and marketing teams and, of course, our account managers.   This year we averaged 9.34, with scores ranging between 7-10. This was an improvement on our 2023 score of 9.02, with a range between 4 and 10.

When asked the reasons that people work with us, two really strong trends were the quality and value of our wines, and the account manager that looks after them.  

This blog is just a snapshot of the overall results. If you’d like to see the full results, please ask and we will transparently send over the results presentation in full.