Paul Ponsonby Ltd

Since Paul Ponsonby began trading in 1998 the company has not lost a single customer to a competitor – a sure indication that Paul Ponsonby’s customer service levels are high.

The company adheres closely to its Customer Commitment plan which was developed to ensure consistently high standards across the business.

The cornerstones of the company’s approach to customer care are:  a hardworking team which takes pride in its work; excellent daily communication between each team of drivers, warehouse staff, management and the client; a flat management structure for instant decision making and speedy problem resolution; and a ‘nothing is too much trouble’ attitude throughout the entire team.

“We have an excellent operation that works well – staff who are dedicated and who go ‘over and above’ for our customers and a loyal, growing customer base We are excited about the future and will continue to exceed our customer expectations every time,” said Director, Paul Ponsonby.


Leading logistics company Torque, has sites throughout the UK and provides a full logistics service for a wide range of retailers including TM Lewin, Sweaty Betty and Pringle of Scotland. Torque’s ‘can do’ approach includes review meetings that ensure regular dialogue, and that keep the customer up to date with the latest service developments and that ensure that all costs and levels of service continue to meet requirements.  Torque is dedicated to working with its customers to achieve a long term business relationship which can anticipate, plan and provide on-going solutions to a customer’s evolving and changing requirements.

For example, for its client TM Lewin Torque provides a number of key processing services that include, pick, pack, distribution, export and import freight, relationship management of partners and pre-retail services including quality control, ozone treatment and product assembly.

TM Lewin offers its customers a bespoke Made to Measure service on its tailoring range. Torque successfully manages a valuable alterations service for TM Lewin’s online customers where alterations include sleeve and trouser lengths. The turnaround on this service is advertised on the TM Lewin website as eight days, however Torque exceeds this expectation allowing TM Lewin to meet and even better customer expectation.

Keith Nesbitt, Chief Operating Director, TM Lewin commented: “When developing our expansion strategy, it became clear we would need to find a logistics company with both UK and International capabilities for today and with potential to expand for the future. We also required a company who mirrored our values of delivering outstanding quality and service levels to its customers. Torque has delivered in all these areas and entered into a firm partnership with ourselves both for now and the future.”

Century Logistics Ltd

Such is Century Logistics’ reputation for good customer care, that many of its clients now choose to outsource their own customer service function to the company.

Indeed, out of 140 Century Logistics employees, around 40 are engaged in value added after sales activities.

Century’s after sales services include providing a call centre for customer queries and complaints to handling booking-in of returns, diagnosis of any faults, quality control, repair and reissue.

Another example of innovative response to customer needs is the marketing of end-of-line goods. Century Logistics has set up a specialist eBay marketing unit, realizing an opportunity to increase business while reducing clients’ end –of-line stock write-offs.

Complete with its own web designers and photographers, this unit creates a separate eBay identity to market those items- dispatching goods from stock without the client ever needing to be associated with the task.

Century’s managing director, Stephen Basey-Fisher, said: “The whole ethos of Century Logistics revolves around partnership. If a customer finds a task is not part of its core business and/or would benefit from specialist skills, Century develops a bespoke service to undertake that task.”

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