At Meat & Cleaver, our customers are always our No. 1 priority. Every decision we make is customer-inspired, and customer satisfaction is what drives our business forward.

Recently, we have experienced overwhelming demand which, as a small, family team has been very difficult. As hard as it has been, it has given us the opportunity to listen to some issues and frustrations that our customers’, at times, experience.

When you speak, we listen; and based on your feedback we have made several recent improvements to your Customer Experience.

Here’s some just a few of the improvements we have made or in the process of addressing:


Packaging

Your packaging feedback has given us the impetus to change how we package our items. Our aim is to package responsibly by using environmentally cool packaging which is not only eco-friendly but also strong and sturdy, as well as keeping your items cooler for longer.

Here are more reasons that this is a huge improvement:

Improving the way we package our meat for delivery
  • It’s Organic – it’s an all-natural, plant-based FSC paper!
  • It’s Biodegradable – it’s just natural paper!
  • It’s Compostable – it’s an all-natural plant-based product!
  • It’s Recyclable – no ambiguity; 100% recyclable by all local council collections!
  • It’s Recycled – contains up to 30% recycled material
  • It’s Vegan Kind – no animal product or derivative used at all
  • It’s Moisture Resistant – natural Kraft outer layers provide a natural resistance.
  • It’s Courier Safe – this virtually indestructible product will be safe from careless couriers!
  • It Works – tested to a constant 30˚c for a minimum of 24hrs

Delivery

We recently changed our nationwide couriers to APC Overnight. This extended our order cut-off times to 12pm for next working day delivery (Tuesday-Friday). APC Overnight courier will collect completed orders from Meat & Cleaver and delivers them directly to your door.

Customers can also add additional delivery instructions for their order online at the time of purchase.

We’ve found APC Overnight to be more efficient and provide much better customer service in line with our own.


Website

Since the launch of our website, we have received lots of great feedback, with many of you telling us how happy you are with the site.  A number of you have also given us your thoughts on areas we can further develop, and potentially introduce new features, feedback which we greatly value.

To continue to enhance your customer experience, we’re excited to announce that later this month we will be launching a number of new features and functionality based on your feedback, highlights include:

  • UX Experience – improvements to user experience and speed
  • Products – we’re extending the number of products on offer online
  • Subscriptions – we’ll soon be adding flexible meat box subscriptions offering amazing value for money 

These are just some of the most recent updates we’ve made or in the process of making to improve your experience with Meat & Cleaver. We value your feedback, and we’ll continue to work to make sure your Customer Experience exceeds your expectations.

At Meat & Cleaver, we welcome customer feedback. If you have thoughts on how we can improve your Customer Experience, let us know in the comments.

EnviroCool® FAQs

I’ve seen other planet & environmentally friendly packaging products, what makes EnviroCool® so special?

Whilst there are a couple of other products on the market ticking a few of the same Eco-friendly boxes, we challenge you to find another system that ticks this many boxes COMBINED with the same level of structural strength that EnviroCool® offers.

Most systems rely heavily on a thick outer wall box for the structural strength, but EnviroCool® holds it’s strength in its hexagonal core. This means it can easily be used with a cheaper, thinner outer box if required, to which other systems simply cannot compete!

Also, EnviroCool® doesn’t use any plastic, man-made fibres, animal products, polystyrene or any other product David Attenborough would be ashamed of……it really could be the future for temperature controlled, environmentally friendly packaging!

So how does EnviroCool® work?

Logistically, EnviroCool® is an entirely paper-based panel which arrives flat packed. It can be assembled in seconds and is a fully recyclable, compostable and biodegradable packaging solution designed to meet the growing needs for sustainable, Eco friendly packaging.

Technically, the simple answer is ‘Science’.

The longer answer is more complex. Through extensive in-house testing, we’ve concluded that the EnviroCool® panels perform like an unventilated air gap.

Air gaps are commonly implemented in the construction of buildings as a means of improving the overall insulation (U-Value) of homes and offices. The still or trapped air inside the air gap possesses exceptional insulative properties, which we can then give a ‘K’ Value to. This represents the thermal conductivity of a material; that is, how easily energy (heat/cold) passes across it. The lower the K Value number, the better the material.

EnviroCool® panels consist of a paper-based hexagonal structure sandwiched between two heavy duty paper liners. The hexagonal structure creates a rigid barrier of still air and divides the panels into multiple sealed air convection pockets. Since the panel is predominantly air with a relatively small content of paper, the overall thermal conductivity (K Value) of EnviroCool® is similar to that of still air. The smaller hexagonal sealed air pockets also minimise energy transfer via convection due to the restricted air movement.

For reference, the K-values of Expanded Polystyrene (EPS) are 0.030 W/m.K. EnviroCool® boasts a K-value of 0.026 W/m.K (temperature dependent). That makes it quite a development in the world of stale ‘me-too’ packaging!

How does EnviroCool® perform?

Unlike our competitors, we don’t believe in quoting figures based on soft or easy temperature profiles just to win new business; doing this will only result in unhappy customers when the products don’t act as expected in an extreme temperature profile.

To make sure our products work all the time, every time, we test using an extreme temperature profile set. This really shows how our products perform in the most extreme circumstances.

What does that mean?

We all know that the temperatures do not stay constant through a 24 hour period, they fluctuate as time goes on. The industry calls this ‘Temperature Profiling’.

At Hydropac, we use a ‘temperature profile’ set to a constant temperature throughout the test, these are:

  • Constant 30˚c for an exceptionally unlikely hot Summer’s day (This would mean peaks at 40˚c at some points and Nightime temperature of 25˚c too!)
  • Constant 25˚c for a very hot Summer day (we can but dream.. but this too would mean an unlikly day with peaks at 35˚c and a very sticky night)
  • Constant 20˚c for an good average UK Summer day (Met Office data suggests this is a far more likely for the UK with peaks reaching 30˚c for a few hours)
  • Constant 10˚c for an average winter’s day (This is a good average Winters day with lows of  0˚c during the day likely)

Why do we do this?

We test all new products to evaluate their potential. If the product in question can perform and maintain a constant temperature during these extreme tests, imagine what it could do if we introduced a soft fluctuating profile!

Our test data (available on the Technical Data tab) will highlight the number of ice packs per box used for these extreme test profiles. In reality, you will use a lot less for a typical day and likely less still once EnviroCool® is filled with your food type.

How can I dispose of EnviroCool® once I am finished with it?

EnviroCool® is 100% recyclable and should always be put into either domestic or commercial recycling bins to be recycled for re-use. There is not a single council in the UK that does not recycle paper, so no excuses on that score!

Don’t panic though, if you have accidentally thrown it into general waste, EnviroCool® is also biodegradeable and compostable, so your conscience can still be clear. We’d prefer it does get recycled though, as this is much more organic way of disposing of it, and it keeps the recycled-to-recycled wheel turning!

Reusing EnviroCool®! 

Below are just a few ideas for re-using EnviroCool® based on it’s characteristics, but we’d love to hear from you and what you have re-used EnviroCool® for.

  1. Insulate your loft space – Cut to suit and place between your rafters.
  2. Use it again to send goods through the post
  3. Burn it – Use as fire material and keep that log burner stoked with a natural material
  4. Build your children a play house or for yourself if you’re a big kid!
  5. Recycle it!….

11 thoughts on “You Speak, We Listen: How We Use Your Feedback To Improve Customer Experience

  1. Avatar
    Wendy Coggan says:

    Hi, I’m pleased to see the new packaging arrangements.
    I have a question about the Puffin Eco-Freeze ice blocks that accompanied our last order please. They are promoted as recyclable bio-marine material, but no instructions on how to recycle. We have tried emailing and tweeting the manufacturer and scoured their website. Do you know what we should do with them, please?

  2. Avatar
    Mrs Pam Eason says:

    We received our first meat order from you yesterday extremely happy with the meat very good quality it was packaged very well because of the virus we have been locked down because we are over 70 so we needed a meat order so we took a chance on you I think we will make it a permanent thing thank you.

  3. Avatar
    Jen says:

    Very pleased with the meat I’ve been sent. Fantastic quality and value! Thankyou.
    As a single person it’s really helpful to be able to request when ordering that my meat is split up and wrapped in portions, ready to go in to my freezer.

  4. Avatar
    Nancy Smith says:

    Received our first order from you guys on 7th May. The quality of the steak, chicken and sausages so was high. It has been a pleasure to cook with and tasted absolutely delicious. We heard about you from my niece in London and we are in Essex. Fabulous service and top quality food. Thank you so much. We will definitely be ordering again and have spread the word. You’ve been a lifesaver and thank you againX

    • Sam Fuller
      Sam Fuller says:

      Hey Nancy, this is so awesome to hear! Thank you for taking the time to write such kind words we really appreciate the awesome feedback. we look forward to serving you again soon.

      Stay safe
      Many thanks
      Sam

  5. Avatar
    Diane HAMPTON says:

    I am very pleased with my orders,this is my second . The meat is well packed and is top quality and tastes delicious.also thanks for the sausages and note.I will certainly be placing more orders with you thank you Diane

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