Pelican's Service Promise
At Pelican Products Pty Ltd, our service promise is a commitment to every facet of your journey with us, from your initial enquiry to product delivery and beyond. We're dedicated to not just meeting but exceeding your expectations, ensuring that every interaction leaves you feeling valued and satisfied.
- Responsiveness: Expect us to pick up the phone promptly, reply to all written inquiries within 24 hours, and consistently raise the bar in how we respond to your feedback.
- Product Availability: We will endeavor to maintain an over-all product availability rate of over 90% for our core stocked items and diligently manage our inventory to minimize backorders.
- On-time Delivery: We're committed to dispatching orders of stocked items by close of business the following working day. We will communicate due dates for any non-stocked items and work closely with all stakeholders to meet these dates.
- Quality Assurance: We uphold independently accredited ISO 9001 Quality Assurance standards to fortify our quality management practices and consistently deliver high-quality products and services. This commitment is reinforced by our industry-leading warranties and reflected in our exceptionally low warranty return rates.
- Customer Experience: We actively gather customer feedback through informal interactions and regular surveys, employ these insights to enhance our services, and continuously monitor satisfaction levels to ensure the consistent delivery of exceptional experiences.
- Continuous Improvement: Driven by our pursuit of excellence, we will leverage customer and employee feedback to implement ongoing process improvements.
Through these pledges and the meticulous tracking of their supporting metrics, we will ensure that our service promise delivers a consistently outstanding experience in every interaction with Pelican
