To continually improve service to our customers, we use a range of metrics to evaluate our performance on an annual basis. In Packaging Distribution, we gain regular feedback from our customers through Net Promoter Score (NPS) Surveys, an Annual Customer Satisfaction Survey, and online Trust Pilot reviews. This feedback is then used to improve products, processes and systems that interact with our customers. We also survey customers in all of our businesses annually, to evaluate our performance against a range of key service metrics.
Annual Customer Satisfaction Scores
Sales order management
Our online customer order management and e-trading system, Simplicit.e, and shop.macfarlanepackaging.com are contributing to improvements in productivity as well as meeting the needs of our customers requiring more visibility of their packaging management. In Packaging Distribution in 2020, the percentage of order lines transacted online increased to 27% (2019: 23%).
In 2020, 94% (2019: 91%) of invoices to our customers were delivered electronically, further reducing paper usage. The Group continues to encourage customers to receive documentation electronically.
Macfarlane group websites
Our family of websites enables existing and potential customers to research and evaluate our products and services and is a major contributor in generating new leads for the business. We will continue to invest in our websites to improve the experience for our customers and visitors and strengthen our value proposition.