Darvin Furniture, New Survey Method Shows Immediate Benefits

December 28, 2018  by Laurie Northington in Business Strategy, Industry   

According to Tom Stachniak, vp of distribution center operations, the 98-year-old business prides itself on understanding the importance of always trying to get better and prioritizing feedback from its customers.

“Darvin has always embraced a continuous improvement process,” said Stachniak. “The new survey we began in April is an extension of that commitment. It helps us to improve our customer service and customer relations.”

Launched in the spring, the new survey method utilizes the Darvin delivery teams to initiate the survey, which is made up of just five questions. The company’s customers, who have just taken possession of their new furniture, can answer the survey by simply pressing the buttons on their phones. At the end of the survey there is also an opportunity for the customer to leave a verbal message.

“Without question, the new phone survey process has made it more convenient for customers to respond and it has been extremely successful getting customer feedback,” Stachniak added. “Darvin Furniture & Mattress is committed to being the best in customer service. We have been in business for 98 years and we understand how important that aspect of our business is to our success.”

Stachniak explains the survey results help Darvin understand where they are doing a great job and where there may be room for improvement. When it comes to deliveries, for instance, the survey data helps to rate overall satisfaction as well as individual driver performance.

“We can immediately see who the drivers are who are doing well – and those who may need additional training,” said Stachniak. “Even in the rare instance we get negative feedback, it provides us a chance to immediately address the need.”