Chief executive Robin McMillan explains why your
feedback is so important (with apologies to Shakespeare)
I am delighted to
report that The Society
continued to prosper
in 2013: the support of
members has remained
strong and a key measure
of how we are doing,
member satisfaction, is at
very healthy levels. But we
never take your support
for granted, there is
always more to do and the
team here at Stevenage
continue to look at ways
of improving what we do
and the services we
provide to you.
One crucial driver that informs our thinking and actions is of course your
feedback, whether through our formal and extensive member research
programme, informally at tastings or events, through your comments to
Member Services or directly to me.
In the January 2013 edition of SocietyNewsI encouraged members to
'keep your feedback and letters coming' and I am pleased to say you did
Reviewing my 2013 'post bag' from members some common themes emerge
that I thought might be informative to the wider membership:
- Paper-based offers and mailings versus the web/digital – we seek to
refine what you receive so it is relevant to you, enhance the web/digital experience,
but continue to provide you with a choice of channels
- Our policy on the countries from which we buy eg. Argentina –
we do not believe that The Society is best placed to make decisions regarding the
acceptability of trading with countries where there may be political sensitivities
and therefore take Foreign Office guidance in such matters. Our policy can be
- Alcohol levels in wine – balance is key; the interaction of a wine's main
components of sugar, acidity, tannin, alcohol and flavour matter more than
alcohol by volume. Find out more.
- Delivery of wines in heatwaves – even in the extreme conditions we
experienced last year, temperatures in our vans remained within acceptable
limits (we tested them). Find out more.
- Lack of wines under £5 on our list – 57% of a £4.95 bottle of wine goes
on duty and tax and after other fixed costs such as the bottle itself, capsule, cork
and packaging very little of what you pay is for the wine itself. There is an
exponential rise in the value of the wine as you spend more. Read more about
this in our Value Charter.
- Keeping you informed if something goes wrong – we aim to be
proactive rather than reactive and if we say we will get back to you we should!
In responding to each of these queries and many others I do of course have
to consider individual comments and opinions in the context of the whole
membership experience and prioritise accordingly, but they remain an
important barometer of how you are feeling about your Society and what
matters to you most.
Please do keep them coming.
Please address any feedback to Robin via our online enquiry form or write to him at our usual address.