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Our #1 concern

Our #1 concern

14 Apr 2022

Last December we launched a customer satisfaction survey to our users to assess the areas in which we can improve and strengthen our strengths.

The general opinion of our service is very positive (NPS = 51). Customers mainly highlighted our product search engine, the excellent product offer and its competitive price.

One of the implications of building a user-experience-focused team is that you have to work according to their demands. In our case, in the December survey we detected a negative experience of some users regarding the delivery times of some products on the website. That is why we have dedicated a team to it since January to find solutions that improve the experience from the purchase until the moment the user receives the CYMIT QUÍMICA package.

The improvement of delivery times implies the exhaustive analysis by supplier of all past shipments and the quantification of each one of the delays per order. In this way, we have improved the expected date allocation algorithm, affecting 67% of all our references on the web (more than 3 million) to be more accurate and allows the users to plan better.

Parallel to the improvements in the allocation of delivery dates on the website, we have started projects with several suppliers with the aim of both reducing delivery times and improving the information we receive about the status of shipments.

The CymitQuímica team continues to work on improving the predictability of delivery times, seeing how the new changes on the website affect again the deadlines experienced by the user; and then readjusting again if necessary.

Our #1 concern is to improve the user experience and we know that it is a constant effort to achieve it.


The CymitQuimica team

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