Plumbing Testimonials

“We at Consolidated Supply have used FCG for twenty years for our annual customer survey. We feel very strongly that their experience and commitment to customer service in the wholesale channel has helped Consolidated Supply remain focused on continuous improvement in all areas of our business. The voice of the customer leads us to a better understanding of what they value and where we need to provide. FCG’s ability to compare us to in general terms to our competition and their national cohort of wholesale clients also gives us a beat on where we measure up in the market. We have enjoyed our two decade relationship with the O’Connor’s and look forward to their help as we continue to raise the bar at CSCO.”

“TJ and FCG were a pleasure to work with and GPS got tremendous value out of the customer satisfaction survey. We were initially hesitant as we had never conducted a customer before, but TJ was able to answer all of our questions and put our concerns at ease. TJ knows the plumbing supply business well and his knowledge of the industry made both conducting the survey and analyzing the results very smooth. We are going to implement many aspects of the survey results into our goal setting process for the next 12-18 months and look forward to measuring the progress when we conduct the survey again in 2023.”

“Farmington Consulting Group has conducted many Customer Satisfaction Surveys for DSG. TJ’s wealth of experience with surveys in the wholesale distribution industry provides great insight, real life industry comparisons and the ability to cut through the clutter to get to the heart of what the data says. His top-notch organizational skills keeps us on track and focused on achieving our completion numbers. TJ was very quickly able to gain an intimate understanding of our business and aid us in maximizing the value of the information we got back – a true business partner! The insights he has been able to provide are extremely meaningful and significant as we dig deeper into our customer relationships. Professional, insightful, organized, and a valued business partner.”

“Farmington Consulting Group, led by TJ O’Connor recently completed a Customer Satisfaction Survey for our company, Butler Supply. The survey was designed to gather data to measure our effectiveness and performance in many areas of our business operations and customer service. The survey highlighted areas in which we excelled as well as areas where customers expressed a desire for improvement. TJ walked our management team through the survey data and helped us to interpret the results. We left our review session with concrete action items aimed at improvement. Gathering data from customers is an essential part of the customer/distributor communication. Many times our own perception of how we think we are performing can differ from that of the customer. This type of a survey is an excellent tool to ascertain accurate information and feedback to confirm or reject our perceptions. Customers can certainly be reluctant or in too much of a hurry to convey complaints or suggestions for improvements in every day settings. TJ did an excellent job of data collection and dissemination. We have plans to conduct another survey in 2022 to measure our progress. I would highly recommend hiring FCG to measure your company’s effectiveness.”

“Farmington Consulting Group’s resources and TJ’s professionalism, is instrumental in assisting Butler Supply’s leadership. Butler Supply developed strategy for 2022-and beyond. TJ and his team prepared a survey for our customers that resulted in actionable results. The reporting and summaries were provided in a format that was not overwhelming. Our customers appreciated the opportunity to communicate their needs. The reporting provided from the survey results removed emotion and provided data that would allow us to continue to improve our processes.
TJ’s industry knowledge provided best practice feedback and measurable metrics. The breakdown of the feedback provided collaboration opportunities for our departments.
TJ’s professionalism and respectful insights challenged us to think outside the box and gain different perspectives. Thank you to TJ and the team at FCG for providing these tools.”

“We partnered with Farmington Consulting to better understand the voice of our customer and find areas where we could improve. After working with TJ and his team, we were presented with an extensive report of our customer feedback in several different categories. The feedback provided our management team areas of focus as we work to develop our business to better serve our customer’s needs. We received completed surveys from nearly 3,000 different customers. The Farmington Consulting team made the entire process simple and provided us with a comprehensive list of feedback that we can reference in the future. We will absolutely be using TJ and his team for surveys in the future!”

“We engaged Farmington Consulting Group for the first time this year to help facilitate a customer survey. We previously administered customer surveys in-house and had decided to try a fresh approach. Not only was the process a lot easier to administer, but FCG was able to compare our results against a huge group of peer distributors and objective data. This answered a lot of the questions we had in the past about our competitive strengths and areas we needed to address. TJ O’Connor did a great job of presenting the findings to our management teams in a constructive way that effectively communicated the positive and negative feedback from our customers, as well as deliver branch-specific action items.”

“I am writing in recognition of a job very well done by Farmington Consulting Group. We recently completed a Customer Satisfaction Survey that was designed and executed by FCG. The structure of the survey was exactly what we needed. We were able to get feedback from a large group of customers that rated us in every category of service that we provide. In each category we received specific information that we have found very useful in our efforts to improve. In addition to the quality of information received, we have found FCG’s assistance in developing action plans to be very helpful. FCG gave us some proven customer service strategies that we are implementing. This survey has been extremely helpful to us. It is giving us a great foundation for change and improvement. We are very pleased with the quality of the information, as well as with the execution of the survey. I highly recommend that any distributor utilizes Farmington Consulting Group for their customer service survey needs.”