Universal Filling Machines has always had a strong customer service ethos, which we feel sets us apart from many of our competitors. As part of our on-going commitment to excellent customer service we regularly survey of all our customers who have taken delivery of new machines every quarter. Below are the latest results covering the last 6 months deliveries – between 1st July 2022 to 31st December 2022. Customers are usually requested to give us feedback after 3 months following delivery/installation and all questionnaire returns up to six months from sending are included.
Our survey asks 15 questions, ranging from our pre-order processes, through lead times, machines delivery, installation and training, to after sales service including response to any problems and how we handled them. Customers were asked to score us across these 15 areas on a 5 star rating scales, with 1 being poor and 5 being excellent.
We use this feedback to continue to improve our customer service, but overall we are delighted with what our customers tell us. A more detailed summary of the survey is below, but we were particularly pleased that 100% of customers gave us either 5 or 4 stars for being a great company to deal with (80% giving a 5 star rating here) and 100% of customers would buy from us again (80% giving a 5 star rating here).
Being a quality brand, we never expect to be regarded as the cheapest, but it is great to know that we were given 4.5 stars out of 5 for Value for money. It’s reassuring that great service doesn’t have to cost the earth! Here is summary of the results, with a more details break down below.
Pre-sales Response – 4.6 / 5
Equipment/Delivery/Installation – 4.7 / 5
After Sales Support – 4.8 / 5
Great Company to deal with – 4.8 / 5
Value for money – 4.5 / 5
Would buy from us again – 4.8 / 5
“The customer service right from day one to delivery and beyond is spot on. A lovely company to deal with, staff are so helpful”
“Excellent service on both occasions that we have done business with Universal, great products at very competitive prices.”
“All round very happy with the service provided & will not hesitate to use again when I require filling machines in the future.”
“A fantastic company, with extremely high build quality & excellent pre and post-sales service. Not the cheapest in the world, but definitely the best, Very strong, robust, well designed & well-built units.”
Pre-Sales Response 4.8 out of 5 stars
Equipment/Delivery/Installation 4.9 out of 5 stars
After Sale Support 4.8 out of 5 stars
Great Company to deal with 4.8 out of 5 stars
Value for Money 4.5 out of 5 stars
Would Buy from Us Again 4.8 out of 5 stars
These results are updated on a rolling quarterly basis – showing customer satisfaction over the last 12 months.
We've had a brilliant experience with Universal and all the staff we have dealt with. Communication is quick and effective. Questions are answered quickly and clearly. We had some minor teething troubles with our filling machine, due to the unique nature of our product, but we had an immediate response to our request for help and it was sorted within minutes. When we needed a replacement part (because we broke the original) we had it the next day. I really can't recommend them highly enough.
Tracy EdenCreative Director
We have purchased equipment from Universal for many of years and I find their service and machine quality very high.
Paul GrayOperations Manager
Dingle Distillery Ltd.
First class service from beginning to end. Mark is extremely helpful and replies quickly to any queries. It has been a pleasure to source equipment from Universal. When I placed the order, I had a high degree of confidence that the machine was exactly what we required. We have been using the machine for several weeks now and we are delighted with how it is performing.
Graham CoullMaster Distiller
Fuerst Day Lawson
Professional service delivered by a contentious team of professionals who go above and beyond to ensure the customer is happy. Excellent service from the shopfloor upwards. One of the best companies I have had the pleasure to do business with.
Paul WatkinsProduction Manager
Universal are an excellent company to deal with. All staff are very knowledgeable in the product. Customer service is near perfect, nothing is a trouble.
Pricing is very competitive, sure cheaper alternatives exist but build quality, spares and ongoing support in unrivalled.
David MilburnClient Manager
Universal are a great company to work with and totally trust worthy on giving sound advice. The Posifill machine we bought worked straight out of the box and the operators were very pleased with its operation. This enabled a solution to a problematic small 40ml dispensing product and increased safety, accuracy and speed of production.
Stephen GuestTechnical Manager
Haircare Company (UK)
We have dealt with Universal since the late 1970's and they are always first call we make when looking at new filling equipment.
Healthcare Company, North West England
I have used Universal Filling machines for over 20 years and have recommended them to various businesses. They are a professional, reliable, efficient and a team that produce machines that are built to last.
Marcus RigbyEngineering Manager
Torus Measurement Systems
We are very happy with the service & products we received from Universal. We always have a positive experience - Mandy is fantastic!
From the very outset Universal were streets ahead of the competition in dealing with us. No hidden unpleasant surprises in regard to quotes, which was refreshing. The machine supplied was perfect for the desired duty. We have had no negative issues with the machine to date and it has become the steady horse of the factory floor. I find the whole team at Universal an absolute pleasure to do business with. They are always so helpful, and their customer back up has been second to none. I cannot speak highly enough of the after sales support. Every time I have had the pleasure to do business with them, I have always come away totally satisfied. The whole team, from reception, to technical, to management are a joy to work with. I cannot speak highly enough of the business in its entirety. My only negative comment is that my boss will not give me more money to buy more of Universal Filling's equipment.
Kevin JordanService Engineer
Always a joy to deal with Universal, knowledge and records of equipment belonging to us is excellent, we have some very old Universal machines still operating to a very high standard along with brand new machines. This is testimony to the aftercare and parts service. Mandy and the whole team are always very helpful efficient and friendly.
Sam MorleyEngineering Manager
Chemical Manufacturing, Midlands
I have always found Universal Filling, a reliable and very supportive supplier over the years. All the personnel are all very helpful & positive to assist with any new projects or existing equipment. I have continued to recommend them to my new employer when moved from current to new company positions, as I believe the equipment is reliable and well manufactured to other competitors. A good company to work with and always supportive in after sales & advise - credit to Managing Director, Mike Hollis & his team at Universal. As a long term customer I would recommend Universal Filling as a supplier, good reliability and well-built machinery for all types of ranges in volume.
Especially thankful for your flexibility working with us to achieve a grant. This required tailored quotations to meet grant criteria. Very helpful installer. We were delayed Owing to us not having the conveyor ready to go at our end. Neil was willing to go the extra mile for us and stay additional time to finish the job - Thanks Neil. The whole team at Universal has been a pleasure to work with, thank you for your excellent service.
Matt DaviesGeneral Manger
Direct Independent Imports
Universal’s always the service is 110% they are always there at the end of the phone to help in every possible way. We had a very small issue with the install due to needing extra change parts, but this was put right within a couple of days. We have purchased from Universal for the past 8 years and have now purchased 7 filling machines - one been a fully automatic machine - this shows how happy we have been with their quality of build.
Mark InstedManaging Director
Universal are our number one choice when we require a new filling machine, as their machines are well made, long lasting and user friendly. It also helps that they represent excellent value for money.
Dale EamesProduction Manager
We cannot fault the quality and reliability of their equipment and they are always so helpful and happy to help anytime. We are very happy with our 6 machines. The quality, performance and speed of the machines is fantastic and we would recommend Universal Filling Machines every day. The customer service right from day one to delivery and beyond is spot on. A lovely company to deal with, staff are so helpful.
Sandy MorrisSenior Partner
Celtic Candles, Ireland
Excellent company and machine. We have had no issues with the machine, it works brilliantly. Sales support 2nd to none.
Medichem SA, Malta
The delivery of the machine was on-time and the product that 100% fits our needs. An Enriching experience - professional treatment.
Manel BenitoProduction Manager
L.C.I. Sarl Flowey, Luxemburg
We have work together for more than 20 years, I think that says more than any speech. Your name and ours are associated with one word, Quality and this is the best visit card.
Iulian SopteleaPurchasing Manager
Universal are always a pleasure to deal with. The staff are all very competent and professional. The general feel of the place when visiting is really nice and relaxed. Always helpful when we need support or spares
The Handmade Soap Company
"I just wanted to drop you a short note. It was really a pleasure dealing with your team; Mark Kirby, Steve Brawn and then finally Mandy Spiers on ordering spare parts. The entire experience of working with Universal was very positive.
When I took my first job in cosmetics, more than 25 years ago and fresh out of university, I joined a small company in Devon which only ran Universal machines. I was impressed then by their robustness and reliability and this was one of the reasons I gravitated to Universal this time.
As a company we try to be easy for our customers to deal with. Universal has achieved the same ease of interaction. From our first enquiry to finally placing the order took a long time and a lot of questions from my side, and Mark was particularly patient over the months. It was a pleasure to work with your company and I would not hesitate to recommend Universal as an engineering partner.
Thank you for your support."
Sean MonaghanHead of Operations
Angelone Chemicals and Contract Fillers
"UFMC are a great company to deal with. They know exactly what they are doing. They give good sound advice as to individual requirements and job requirements.
Their machines are well designed and they carry out product testing for your equipment to assure it does what it was designed for. Technical advice and guidance for any teething problems is first class. Spare parts are dispatched quickly. I cannot fault them in any way. The equipment we purchased from them is working well and great for our contract filling service we provide to many customers including our own products. My advice give them a call - why look elsewhere when all you need is here!"
Tony AngeloneManaging Director
T J Innovations
"Universal was recommended to us and the recommendation was spot on. One machine is now 22 years old and still works perfectly. Fantastic quality and very good value for money and will be ordering again for soon. We are looking to order a new P5000 machine shortly because we know that we can expect the very best performance from the machine. Universal are really nice people and have given us fantastic after sales on advice and minor problems - thank you."
"Universal are a lot more expensive than other options available, but as soon as I saw the quality of what they were doing, I was actually happy to pay the difference.
Mark Kirby has been brilliant throughout and the help I got from John on my training day was superb, thanks.
A fantastic company, with extremely high build quality and excellent pre and post-sales service. Not the cheapest in the world, but definitely the best, Very strong, robust, well designed and well-built units."
"We purchased a 5 litre volumetric pump and it has coped with all products we produce to quite a high viscosity. Really pleased with our purchase."
David McCormickProduction Manager
"As a new start-up business and someone who had never bought any machinery before, this purchase was rather a daunting one. There were cheaper quotes, however, I felt the UFMC’s Vacufill was of far superior quality to the other units I was being quoted on.
Mark on the customer care team was fantastic and went out his way to provide contact details for various people to help me find out exactly what my business required. The Vacufill itself is a great bit of kit and really is a game changer for any small business looking to expand. My business has went from 100 bottles a day capacity to around 1000 bottles a day and the major reason for that is the Vacufill.
Matt WilsonManaging Director
Statfold Seed Oils
"Universal Filling Machine Company have supplied us with a number of machines in the past that have increased our production output 3 fold.
Universal’s after sales service, in respect of spare parts, usually deliver next day by courier as most of the spares are off the shelves.
In the very unlikely event that your machine should require an engineer visit (as this does happen on any brand of machine) then you’re down time is kept to a bare minimum with excellent/stress free service.
Thank you UFMC and all involved with excellent customer satisfaction."
Health & Beauty Product Manufacturer
"I found Universal, to be very helpful and quick to respond to enquires/advise or trials and would recommend them to other companies for value for money and reliable equipment. A credit to Mike Hollis & all staff at Universal to be always helpful and co-operative towards the customer requirements/service."
"Universal’s machines are great and we are really pleased with the customer service and level of support provided by phone and email from Mark when we needed it. We would definitely buy again."
Creative Art Products
"We have found the quality of material and manufacture to be of good quality and have had no hesitation in ordering further machines as and when required."
John ReynardManaging Director
International Consumer Goods Company
"Excellent service on both occasions that we have done business with Universal - great products at a very competitive price."
Gilchrist Technical Services
"I have now been responsible for the purchase of two laboratory filling machines from Universal. I came back for the second one due to the performance of the first one. I am considering similar machines for 2 other projects.
Universal’s responses to enquiries are always very prompt and during a recent enquiry I really appreciated the honesty of the salesman who could have sold me equipment which may not have delivered the results that we were looking for.
Universal Filling Machines offer some simple yet effective semi-automatic filling machines which can be integrated into start-up production systems. Due to their robust, reliable yet simple design they can be operated with little or no engineering resource."
Alastair GilchristManaging Director
Totally Natural Solutions
"Excellent service in providing a filling machine that performs as expected and is easy to maintain and operate. Both the filler & capper that were purchased had modifications that were necessary for my particular application and both have exceeded my expectations. All round very happy with the service provided and will not hesitate to use again, when I require filling machines in the future."
Simon BouldenOperations Manager
"We have three bench top Universal Filling machines that between them, turn out 1/4 million units per year with practically zero downtime - they just keep going. As such, we will continue to work with Universal to supply equipment to meet increase in demand for our products."