The Tennis Depot Customer Satisfaction Survey- Our Responses

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In February and March of 2010, we sent out to all of our customers a survey. We were out to find out what our customers think of our business. Answers were collected in several categories including customer service, website layout/speed, rewards program, products, and shipping prices.

We received overwhelmingly positive responses. However, we were after the critics and our customers provided excellent feedback that will help us to improve  our services and win over your business for years to come. In this blog, we will go over some of the feedback we received and what action we will be taking.

  • Slow website- Some of you have reported that our website is slow. This is a problem that we are aware of. We would like to point out that if you are on a fast connection, the site loads are relatively good. Nonetheless, we will be taking action and this summer our developers will be working on making our website at least 50% faster,
  • Stringers corner- Most of you would like a larger selection of stringing tools and diagnostic equipment. We will strive to improve our selection in our stringers corner over the course of the next few months.
  • Larger selection of strings- This is an area where we shine. We have the largest selection of tennis strings, specifically poly, in the world. We continue to expand our selection and have recently brought in Poly Star to our lineup.
  • Training Aids- We have already responded to this request. In case you missed it, we just launched Coaches Square several days ago. You will find a very nice selection of training aids such as balance boards, power ladders, z balls, hurdles, etc. We even offer Quick Start Tennis Balls.
  • Rewards Program- Unfortunately, many of you are not understanding how our rewards program works. We felt we did a good job explaining it on our website. We have come to realize that we are wrong. This issue will be addressed very soon.

In May/June, we will be rolling out version 3.5 of our website. There will be several improvements to our website however most of the work will be done internally. Our main focus will be speeding up our website and clearing up any confusion regarding our Rewards Program. Of course if you have any suggestions, please do let us know.

Finally, we will also be rolling out our message boards during our site upgrade.

We thank you all once again for completing our survey. Your feedback will help us improve our services.

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