As a leader in fire detection and emergency lighting, we are delighted to announce the results of the customer survey for 2025. The survey, taken every year, shows our success in taking onboard customer feedback and creating positive experiences.
One of the most promising findings was the remarkable increase in customers satisfaction to our stock levels. This increased by a substantial 26% from 2024. This result shows our commitment and reliability to provide a diverse range of products for customers, whenever they need them.
Equally, there was an amazing 18% rise in customers confirming that we provide low operating costs. This growth established that our competitive pricing meets a diverse range of clients’ budgets but does not comprise the exceptional quality of our wide selection of products.
Customers also had positive sentiment towards the accuracy of their orders, increasing from last year’s 87% to 95%. This is due to new process introduced to our newly established warehousing and shipping hub, Apex House for order processing and picking, improving speed, accuracy and efficiency.
“That is good to hear customer responses were very positive and that it shows we have made improvements on our all-round processes.”
Our representatives from Apex House quoted,
“Over the last year, we have focused on updating work instructions and providing additional training to operatives. We maintain regular cycle counting with a stronger focus on root cause and corrective actions. We also have tightened our prime locations and run regular analysis, ensuring our highest-pick items remain at ground level as this reduces pick times and allows for more comfortable picking. Picked orders are double checked prior to packing.”
We are thrilled to say that our technical support department has a 93% approval rate, up by 21% compared to 2024.
“This is great news! We endeavour to maintain the quality of our technical support service, offering a great level of transparency ensures increasingly good feedback”
said Rob Folkes, our Technical Support Manager.
"Providing easy and open communications with our customers in this way ensures we can deliver the most accurate solutions to any problems in the field."
We also found customers were pleased with our ease of obtaining pricing for our products, with an increase from 2024’s results. This was due to our new technology, which has made it easier for customers and distributors to access; we also deliver more than one way to share pricing data with our customers, which provides further accessibility and reliability to our pricing information.
Our products were labelled as ‘high quality’ and ‘robust’, with an 97% satisfaction rate. This is something we are very proud of and shows how the advancements to our products have made them trusted and highly durable to meet long-term demands.
The ease of use to our customers is a key consideration when creating our products; we are happy to announce that the survey has confirmed this. Customer approval with how easy products were to install and how easy they were to use by an end consumer both rose from 85% to 88%.
Another positive from this survey was the increase in satisfaction in the reliability of our products and their impact in reducing false alarms. Our established manufacturing facilities long with our sophisticated product testing procedures guarantees superior product performance out in the field to make our products safer, where it matters most.
The survey has provided us with valuable insight into what matters the most to our customers: innovative and competitive products, reliability and remarkable customer service.
It has also emphasised what customers would like to see in terms of potential product expansions such as remote access options, more wireless systems, aspirating smoke detectors and advanced multi sensors. All that invaluable feedback will be presented to our research and development teams for future consideration.
“I am very pleased with this year’s survey results. Customer service is at the forefront of what we do. We pride ourselves in delivering a best in class, value-added service to every customer”
said Shinsuke Kubo, our Managing Director.
“For our customers to acknowledge this makes me very proud. These results reflect the hard work, dedication and commitment our staff put into putting people first, which helps drive our success. I want to thank everyone who participated in this year’s customer survey. Your input and feedback are essential for continuing to create meaningful progress in how we support you.”
This year’s survey has been a great success in identifying the progress we have made over the last year but also what we should focus on in the next. We thank all participants for their feedback, which has been extremely insightful.
We look forward to continuing that ongoing journey, providing the very best fire detection and emergency lighting solutions for the UK and the European markets, whilst striving to put product reliability and customer satisfaction first.
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Hochiki Europe (UK) Ltd
Grosvenor Road, Gillingham Business Park, Gillingham, Kent ME8 0SA
Main switchboard +44 (0)1634 260133 | email [email protected]
