Our promise to you.
At Signet, we constantly strive to strengthen our service and systems to improve customer satisfaction and meet the diverse needs of our customers.
Our customer service charter is an expression of our commitment to always serving our customers and the service standards that you can expect from Signet – Always! Our promises and charter performance will be measured and reports made available to all customers to communicate our performance in meeting the defined charter promises.
Being a customer with Signet provides you an expectation that / or you can expect that:
The Signet Customer Service Charter.
What I want as a customer
Our promise to you
How we will measure our performance
I want the best price
You'll always get the lowest price
- Number of approved 10% price beats
- % of invoices processed without a price beat
View Results
| DEC 10 |
JAN 11 |
FEB 11 |
MAR 11 |
APR 11 |
MAY 11 |
JUN 11 |
JUL 11 |
AUG 11 |
SEPT 11 |
OCT 11 |
NOV 11 |
DEC 11 |
| Number of approved 10% price beats received |
| 1 |
0 |
3 |
6 |
7 |
7 |
4 |
3 |
2 |
1 |
3 |
0 |
1 |
| % of invoices processed without a price beat |
| 99.99 |
100.00 |
99.98 |
99.96 |
99.94 |
99.95 |
99.97 |
99.80 |
99.90 |
99.90 |
99.80 |
100.00 |
99.90 |
I want to deal with someone I can trust
At Signet, Honesty and openness is one of our core staff values. We display all our catalogue prices in Your Buyer's guide and on-line. We guarantee our products with a 31 day money back guarantee
| DEC 10 |
JAN 11 |
FEB 11 |
MAR 11 |
APR 11 |
MAY 11 |
JUN 11 |
JUL 11 |
AUG 11 |
SEPT 11 |
OCT 11 |
NOV 11 |
DEC 11 |
| Price guarantees, government permits |
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I want my goods to arrive quickly and in a consistent delivery time frame
We will despatch every in-stock order the same day if your order is placed before 2pm
- Warehouse reports
- Non conformance reporting
- Adherence to standard operating procedures
View Results
| DEC 10 |
JAN 11 |
FEB 11 |
MAR 11 |
APR 11 |
MAY 11 |
JUN 11 |
JUL 11 |
AUG 11 |
SEPT 11 |
OCT 11 |
NOV 11 |
DEC 11 |
| Warehouse reports, non conformance reporting, adherence to standard operating procedures (%) |
| 100 |
100 |
100 |
100 |
100 |
100 |
100 |
100 |
100 |
100 |
100 |
100 |
100 |
I want to be able to get everything I need from one place
Signet will stock a complete range of products and will record all new product requests from customers to be assessed for inclusion in our catalogue range
- Customer interactions
- New product review meeting minutes
View Results
| DEC 10 |
JAN 11 |
FEB 11 |
MAR 11 |
APR 11 |
MAY 11 |
JUN 11 |
JUL 11 |
AUG 11 |
SEPT 11 |
OCT 11 |
NOV 11 |
DEC 11 |
| Number of requests |
| 0 |
9 |
2 |
5 |
9 |
7 |
13 |
55 |
87 |
67 |
67 |
91 |
37 |
I want ordering to be quick and easy and I want an easily accessible supplier
You can call us and place your order quickly and accurately with 95% of call taking less than 3 minutes to complete. 85% of calls will be directly answered by a member of our friendly and helpful customer service team. All other calls will be answered by a Signet employee. We will always ensure that our website is easy to use, quick to order from and has greater than 99.9% uptime
- 85% of calls will be directly answered by a member of our friendly and helpful customer service team
- 99.9% uptime measured and in SLA with our internet service provider
- 95% of calls taking less than 3 minutes to complete
View Results
| DEC 10 |
JAN 11 |
FEB 11 |
MAR 11 |
APR 11 |
MAY 11 |
JUN 11 |
JUL 11 |
AUG 11 |
SEPT 11 |
OCT 11 |
NOV 11 |
DEC 11 |
| 85% of calls will be directly answered by a member of our friendly and helpful customer service team (%) |
| 88.9 |
86.5 |
86.1 |
76.4 |
76.2 |
87.1 |
89.3 |
89.7 |
91.0 |
86.3 |
84.4 |
84.4 |
79.6 |
| 99.9% uptime measured and in SLA with our internet service provider (%) |
| 100.0 |
100.0 |
100.0 |
100.0 |
100.0 |
99.99 |
98.90 |
99.2 |
100.0 |
100.0 |
100.0 |
100.0 |
100.0 |
| 95% of calls taking less than 3 minutes to complete (minutes) |
| 1.14 |
1.86 |
1.38 |
1.77 |
2.21 |
2.10 |
2.5 |
2.04 |
2.10 |
2.38 |
2.15 |
2.29 |
2.15 |
I want someone to contact me when they say they will
Your questions and needs will be attended to promptly. Signet will respond to more than 99% of customer queries within 24 hours
| DEC 10 |
JAN 11 |
FEB 11 |
MAR 11 |
APR 11 |
MAY 11 |
JUN 11 |
JUL 11 |
AUG 11 |
SEPT 11 |
OCT 11 |
NOV 11 |
DEC 11 |
| Internal reports, customer surveys (%) |
| 100 |
100 |
100 |
100 |
100 |
100 |
100 |
100 |
100 |
99 |
99 |
99 |
99 |
I want a reliable supplier that will deliver the correct goods, first time
Our warehouse will scan all outgoing orders to achieve greater than 99% pick accuracy and esnure you receive the correct goods
- Warehouse picking reports
- Non conformance reporting
- Adherence to standard operating procedures
- Proactive projects
View Results
| DEC 10 |
JAN 11 |
FEB 11 |
MAR 11 |
APR 11 |
MAY 11 |
JUN 11 |
JUL 11 |
AUG 11 |
SEPT 11 |
OCT 11 |
NOV 11 |
DEC 11 |
| Warehouse picking reports, non conformance reporting, adherence to standard operating procedures, proactive projects (%) |
| 99.8 |
99.8 |
99.8 |
99.88 |
99.89 |
99.89 |
99.9 |
99.9 |
99.9 |
99.9 |
99.9 |
99.9 |
99.8 |
I want reliable products
Signet only stock leading market brands and the reliable 'Signet's Own' range to ensure all products meets the diverse needs of our customers
- ISO quality assurance
- Procurement product sourcing guidelines
- 31 day money back guarantee
- Non conformance tracking
- Manufactured goods performance
View Results
| DEC 10 |
JAN 11 |
FEB 11 |
MAR 11 |
APR 11 |
MAY 11 |
JUN 11 |
JUL 11 |
AUG 11 |
SEPT 11 |
OCT 11 |
NOV 11 |
DEC 11 |
| ISO quality assurance Procurement product sourcing guidelines 31 day money back guarantee Non conformance tracking Manufactured goods performance |
| Yes |
Yes |
Yes |
Yes |
Yes |
Yes |
Yes |
Yes |
Yes |
Yes |
Yes |
Yes |
Yes |
I want my products in stock and available when I need to order
We will keep all our YBG products in stock and ensure we have less than 2% back orders
- Internal back order reports
- Non conformance tracking to measure the percentage of orders in stock
View Results
| DEC 10 |
JAN 11 |
FEB 11 |
MAR 11 |
APR 11 |
MAY 11 |
JUN 11 |
JUL 11 |
AUG 11 |
SEPT 11 |
OCT 11 |
NOV 11 |
DEC 11 |
| Internal back order reports, non conformance tracking to measure the percentage of orders in stock (%) |
| 99.6 |
99.0 |
99.6 |
99.2 |
97.27 |
99.6 |
99.6 |
99.7 |
99.73 |
99.7 |
99.7 |
99.4 |
99.2 |
I want someone to listen to my concerns and complaints
All complaints will be monitored and addressed within 24 hours
- Internal system reports
- Customer feedback
- Adherence to standard operating procedures
View Results
| DEC 10 |
JAN 11 |
FEB 11 |
MAR 11 |
APR 11 |
MAY 11 |
JUN 11 |
JUL 11 |
AUG 11 |
SEPT 11 |
OCT 11 |
NOV 11 |
DEC 11 |
| Internal system reports, customer feedback, adherence to standard operating procedures |
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I want someone to listen to me
We will use customer feedback to develop new or improved products or services
| DEC 10 |
JAN 11 |
FEB 11 |
MAR 11 |
APR 11 |
MAY 11 |
JUN 11 |
JUL 11 |
AUG 11 |
SEPT 11 |
OCT 11 |
NOV 11 |
DEC 11 |
| Customer feedback, customer surveys |
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I want great service every time
Signet will continue to meet accreditation of the international customer service standard
- Meet the standards outlined under ICSS 2003:2006
View Results
| DEC 10 |
JAN 11 |
FEB 11 |
MAR 11 |
APR 11 |
MAY 11 |
JUN 11 |
JUL 11 |
AUG 11 |
SEPT 11 |
OCT 11 |
NOV 11 |
DEC 11 |
| Meet the standards outlined under ICSS 2003:2006 |
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I want to deal with a company that will do what it says it will do
Signet will ensure all staff understand and live the promises within this charter
| DEC 10 |
JAN 11 |
FEB 11 |
MAR 11 |
APR 11 |
MAY 11 |
JUN 11 |
JUL 11 |
AUG 11 |
SEPT 11 |
OCT 11 |
NOV 11 |
DEC 11 |
| Communication at team meetings, |
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Suggestions and Complaints
If you have a suggestion or complaint about Signet’s service we would love to hear about it. We view suggestions and feedback as an essential element to serve you better. Please contact us: