BSH Home Appliances has announced that its customer service team has retained the Total Excellence and Quality Award (TEQ) for a second year in succession.
The TEQ Awards, which are run by appliance care provider Domestic & Genera, are decided from surveys sent to end-customers who have had a repair visit from one of the manufacturers taking part. This is the sixth time that BSH has won the title.
The end-customer survey covers all aspects of the repair process, from booking the appointment right through to any contact after the repair, analysing customer satisfaction throughout each aspect of operation.
94.1% of customers rated BSH UK’s service as excellent or good following a repair visit from one of their engineers. Over 95% of customers were satisfied with the telephone advisor assigned to them, and 97% were happy with the field service engineer who visited their home.
BSH UK customer service director Brendan Bulfin (pictured) commented: “We are delighted to win this prestigious award. It took a lot of hard work and dedication to win the award last year, and just as much to retain it. The TEQ Awards are very competitive so it is a great result for our Customer Service team and BSH as a whole. It shows our customers and dealers that our appliances are serviced to the highest standards.”
UK service director Lawrence Harrison said: “Our TEQ Customer Service Award is about recognising manufacturers that place customer satisfaction at the centre of their business model.
“To win once is a testament to investment and efforts around customer experience, but for BSH Home Appliances to retain its title for two years running shows a truly long-term ambition to deliver a world class service.”
BSH UK reveals that the company always analyses repairs before making a visit to ensure the assigned engineer is sent the replacement spare parts that they are likely to need prior to their service visit. The National Parts Centre in Milton Keynes has also recently undergone a major refit to ensure strong logistical operations and better availability of parts for the repair process. Furthermore, all new BSH engineers undergo comprehensive training and benefit from a mentor system to help them quickly provide the standard of service BSH customers expect, the company adds.
Brendan commented: “Our customers know that we will look after them throughout the lifetime of their appliance. We constantly monitor our service through our own surveys, but it is good to be independently recognised within the industry.”