Customer Satisfaction

At APG, each project "begins with the end in mind." This philosophy is evident in each of the steps we take to ensure our customers achieve the results they are seeking. Customer Satisfaction is extremely important to us and is our number one focus. Through the creation of the Customer Satisfaction Manager (CSM) position, APG has shown our commitment to making sure we exceed our customer's expectations on every order. Furthermore, APG has put into place an internal process in which the main goal is obtaining complete Customer Satisfaction.

+ APG Customer Satisfaction Goals...Read more

  • Every member of our organization being involved in customer satisfaction no matter how important or trivial the task may seem.
  • Education of each employee to be on board and to strive to provide great customer service.
  • Full support from Upper Management, lead by example.
  • Allow customer feedback to be distributed among APG employees with the goal to "learn from our past mistakes."
  • To be recognized as "Being the Best" among our partner dealerships across the country and local competitors.
  • Increase our satisfaction scores, increase survey sent and survey returned numbers. By sampling from a bigger pool, our statistics become more relevant and beneficial. (Send survey to every customer.)

+ APG Customer Satisfaction Process...Read more

  • APG Project team consults with the customer, to find out what the customer's expectations really are during the selling phase of the project.
  • APG Designer makes certain all installation drawings and finishes are accurate, quantity being ordered is correct, and all site issues are addressed in the quote phase.
  • APG Purchasing manages order accuracy with manufacturers to catch any issues and verify ship dates once the order has been placed.
  • APG Installation team coordinates all schedules to meet customer delivery and installation expectations.
  • APG Customer Satisfaction Manager develops punch list for customer at the end of the job and manages to completion. CSM becomes main contact from this time forward.
  • Once project is completed, follow up survey is forwarded to customer, results tracked, and forwarded on to Upper Management for final review.

+ Day to Day Role of the CSM (Customer Satisfaction Manager)...Read more

  • Over-sees completion of punch list.
  • Contact for customer throughout punch list.
  • Sends an e-mail or calls the customer for follow up.
  • Coordinates walk-through (when needed) with customer.
  • Creates a detailed Job Completion List to fax/e-mail to customer for sign-off.
  • Completes or assigns all punch list work on the list.
  • Coordinates final meeting (when needed) with salesperson and customer.
  • Keeps a Punch List Log to track punch list orders.
  • Verifies all deliveries are confirmed delivered in the system.
  • Sends and receives Customer Satisfaction Surveys once job is complete or punch list is complete.
  • Keeps a log to track Customer Satisfaction Surveys.

  • "Your staff went the extra mile for our company. We had some pretty tight schedules and you met all of those with a smile. Thanks again for all your help on this installation."

  • "You guys are awesome! I have nothing but good things to say. From A to Z your company is flawless!"

  • "It's always a pleasure doing business with APG and staff."

  • "I use APG Office Furnishings because of the excellent customer service received from order entry to delivery."

  • "Excellent service with prompt follow up on issues."

  • "I have always been pleased with the service I've received from Herman Miller and APG. Thank you so much."

  • "Always a pleasure to do business with APG - from information, to order, to delivery - all individuals involved are very courteous and responsive."