Survey Says…
A picture is worth a thousand words. But when you want to know what your customers think of you, words are even more powerful. We set out to see exactly what our wholesale and retail customers thought of us and the results were incredible.
We started by asking our customers to rate their experience when engaging with Cheyenne International employees. This was either sales employees, customer service personnel or our billing and shipping team. What we found was that the large majority of respondents said they had excellent engagement with our employees. 69% of Retailers and 90% of Wholesalers gave us the best score possible while an additional 16% of Retail respondents and 10% of wholesale respondents gave us an above average score. You read that right…100% of our wholesale customers who completed the survey said they have an above average or excellent experience when engaging with Cheyenne personnel. A few of the anecdotal comments we heard were:
“They always answer any questions quickly, are very prompt on signage, they almost feel like friends.”
“Great people that look for ways to improve our business.”
“They are very knowledgeable and courteous. They are professional and give honest answers about their products.”
Next up, we wanted to see how our B2B customers felt about our product launches. Relationships are key to a successful business but the products are what actually drive profits. We asked our survey takers to rate their overall satisfaction with Cheyenne International product launches. 86% of Retailer respondents were either satisfied or extremely satisfied with our product launches. What’s more, 95% of Wholesale Distributors said the same. With so many new products being launched every year, we’re happy to be in this elite class.
Finally, we just had to know how we stacked up against our competition in the eyes of our customers. With a mission to be the best small tobacco company in America, we have worked hard to be the type of partner that is easy to do business with. When asked to rate their experience working with Cheyenne International, a whopping 62% of Wholesale respondents and 51% of Retail respondents said working with Cheyenne is better than working with the competition. While the other 38% of Wholesale and 4% of Retailers said working with Cheyenne is about equal with working with competitors, we’re happy to know that as a small business, we’re able to keep up with or surpass what our competition is doing in the marketplace. The cherry on top was a few additional comments from customers:
“Less red tape and more interaction on a cooperative basis. Very good partnership.”
“Better representatives, better promotions, all product guaranteed.”
“I get better customer service with Cheyenne.”
“Great promotions and willing to listen to issues.”
“Our company rep is on top of the market with keeping us well informed on any product promotions and making sure we hit our sales goals for our contract.”
“Much easier to get along with than other manufacturers.”
“More reliable than others.”
“Faster delivery than others.”
With a fresh new perspective going into the New Year, we have no intention of slowing down anytime soon. A continued focus on being the best tobacco manufacturer around is always at the forefront of our minds and we are looking forward to keeping pace.
