Magazine publishers have given top marks for customer satisfaction to mailing firms accredited by the industry’s quality standards scheme.
Almost 90 per cent of publishers (89.6%) said they would definitely use a distribution company accredited by the Mail Distribution Accreditation Scheme (MDAS) in future, the 2011 MDAS Customer Satisfaction Survey has revealed.
The figure is the highest customer satisfaction rating registered since the annual study was first conducted in 2008, and marks a year-on-year increase of 8.9% from the 2010 figure of 82.4%.
Kate McElroy, Head of Circulation at the PPA, said: "MDAS is a stamp of quality that our members have come to trust. It is a sign that a mailing company aspires to the highest national and international distribution standards and that they can be trusted with our members’ valued printed content.
“The improvement in customer satisfaction registered in this year’s survey shows that the scheme is delivering for both publishers and the accredited firms involved."
Previously known as IMDAS, the MDAS scheme expanded in 2011 to encompass the following mailing requirements for publishers: international magazine mail; international direct mail; domestic (UK) magazine mail; and domestic (UK) direct mail.
The survey revealed no year-on-year change in publishers’ service priorities, with ‘overall service reliability’ deemed most important and ‘willingness to share transparency of services and suppliers used’ least important.
International/consolidation services are the services most used by clients of MDAS-accredited mailing firms, and over 50% of customers would be more likely to use a company that is MDAS accredited.
For domestic production/distribution services, nearly 60% of publishers would be more likely to use a company that is MDAS accredited.
David Robottom, MDAS Scheme Manager and Director of D&S Consultants, said: "MDAS continues to go from strength to strength despite the recent economic climate. The survey shows accredited companies improving their overall satisfaction and indicates that publishers take the survey very seriously, with an overall response 69.7%".