Alan Looney, Managing Director, NCC, discusses the recent results of our customer surveys.
We recently conducted customer surveys across our pharmaceutical, medical polymer as well as industrial markets. The results were interesting in that there were some very similar trends across all three of these different markets even though they are independent of each other. Our last survey was conducted in 2019 and when the global pandemic hit, we decided to hold off on conducting surveys till things had somewhat normalised.
When it became clear that this was now the new normal, we chose to reach out to our customers once more. To understand how as a sourcing company, we were performing and to establish if there were gaps in our service levels and areas that we could improve on. From an internal perspective we were confident that we were doing our utmost to get the products that our customers required when they needed them. When material shortages or logistical challenges did occur, we insured to keep our customers informed at all stages. In addition, we also offered to manage additional stock locally among other managed services, ensuring that quantities did not drop below agreed levels.
That said, we realised that our thoughts were in a vacuum and that it was important to ask our customers how indeed we were really performing. Fortunately, our internal considerations were largely correct, below we present a snapshot of stats and quotes from across all three surveys. Customer details have been made anonymous so as to protect their privacy.
The stats
The three surveys largely contained similar questions and we sent it to a large cross section of customers who directly have contact with NCC on a regular basis. Below is a snapshot of the statical results by each market segment.
Our Pharmaceutical Customers
- 88% of our Pharmaceutical customers agreed or strongly agreed that NCC’s sourcing expertise are excellent and rate better than competitors
- 82% of our Pharmaceutical customers agreed that NCC’s services were very good or excellent
- 91% of our Pharmaceutical customers agreed that NCC’s products were very good or excellent
- 100% of Pharmaceutical customers surveyed rated NCC’s order scheduling and flexibility as very good or excellent and that it provides continuity of supply
- 100% of Pharmaceutical customers surveyed rated NCC’s quality assurance and regulatory compliance as very good or excellent
- 88% of our Pharmaceutical customers agreed or strongly agreed that NCC is responsive to urgent enquires
Our Polymer Customers
- 91% of our Polymer customers agreed that NCC’s sourcing expertise and technical support was very valuable or extremely valuable
- 82% of our Polymer customers agreed that NCC’s services were very good or excellent
- 91% of our Polymer customers agreed that NCC’s products were very good or excellent
- 82% of our Polymer customers agreed or strongly agreed that NCC’s sourcing expertise are excellent and rate better than competitors
- 91% of Polymer customers surveyed rated NCC’s order scheduling and flexibility as very good or excellent
- 91% of our Polymer customers agreed or strongly agreed that NCC is responsive to urgent enquires
Our Industrial Customers
- 89% of our Industrial customers agreed or strongly agreed that NCC’s sourcing expertise is excellent and rates better than competitors
- 89% of our Industrial customers agreed that NCC’s services were very good or excellent
- 78% of our Industrial customers agreed that NCC’s products were very good or excellent
- 100% of Industrial customers surveyed rated NCC’s order scheduling and flexibility as very good or excellent and that it provides continuity of supply
- 100% of Industrial customers surveyed rated NCC’s quality assurance and regulatory compliance as very good or excellent
- 78% of our Industrial customers agreed or strongly agreed that NCC is responsive to urgent enquires
What our customer say
In addition to the very high satisfaction ratings that we received across the board, some of our customers also provided some comments that we really appreciate. Below is selection of these comments across the pharmaceutical, polymer, and industrial sectors.
It’s been my pleasure to work with NCC over the past 34 years and in that time their product and service offering has improved immeasurably. They are one of our true partners as is evidenced by the fact that no other supplier supplies more products to our API site”
“NCC are a first-rate partner/supplier with a big picture view of the business, excellent sourcing expertise and top class and proactive customer service”
“Good communication channels with James & the rest of the NCC team – Keith/Laura/ Fiona/ Dorothea etc”
“James is an excellent point of contact who responds to our needs quickly and efficiently”
“NCC have a good knowledge of suppliers in the chemical sector and are able to source chemicals where others fail.”
“NCC always come through for our company and never let us down”
“Just keep doing what you do and have been going for the past 20 years and more”
“Maurice is engaged and we have a good working relationship with him. He is responsible for maintaining segments of our business in the past when price pressures were applied and Maurice worked with us to find a solution”
“During Isopentane shortages in 2021, NCC sourced material from China which was beneficial in keeping the production line operational”
Expertly managed end-to-end supply chain solutions
With over 50 years of experience, we provide our customers with end-to-end supply chain solutions. Regardless of if the materials are sourced locally or globally, our goal is to provide full management and traceability of supply at every stage. By optimising the efficiency of your supply chain, we can save your organisation time, money, and resources.
We can assist your business with:
- Global supply chain management – experienced in building secure long-term transcontinental supply chains
- Researching of alternative sources, secondary sources & pre-validation of proposed novel supply routes
- Multi-location sourcing
- Regulation expertise
- Logistic flexibility
- Managed temporary and long-term storage
- Supply chain risk evaluation
- Comprehensive change control support throughout the supply chain
- Management and coordination of external service providers as required
For further information fill out the form below or contact your NCC contact directly
