Darvin® Furniture Sees Immediate Benefits from New Survey Results
Orland Park, IL, December 18, 2018 – Getting feedback from customers has always been a priority for Darvin® Furniture & Mattress, 15400 La Grange Road, Orland Park, IL.
With the implementation of a new survey process in the spring, the 98-year-old business has been able to achieve something very impressive – making the Darvin customer experience
something even more distinct.
According to Darvin Vice President of Distribution Center Operations Tom Stachniak, Chicagoland's largest furniture and mattress store understands the importance of always
trying to get better, no matter how successful you may already be, he says, you can always improve.
“Darvin has always embraced a continuous improvement process,” explains 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. Darvin 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 says. “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,” Stachniak says. “Even in the rare instance we get negative
feedback, it provides us a chance to immediately address the need.”
Darvin Furniture is an A+ Accredited Business with the Better Business Bureau and a recipient of the national 2018 Leadership Award from
Furniture Today Magazine
and a recipient of the Illinois Retailer of the Year Award (See Video)
from the Illinois Retail Merchants Association. The award recognizes Darvin for meeting consumer desires, dedication to the community, and loyalty to its employees. Darvin now offers a
24/7/365 shopping experience at Darvin.com. Enjoy Darvin selection, quality and value at your convenience. Delivery or pickup available.
About Darvin Furniture
Family owned since 1920, Darvin® Furniture is an industry leader and Chicagoland's largest furniture and mattress store. One of
the top 100 furniture retailers in the country, Darvin Furniture's showroom is located on 11 acres in Orland Park, Illinois. The showroom features more
than 200,000 sq.ft. of furniture on display. Additional information is available at Darvin.com. Stay up to date on the latest news as a member of the Darvin
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