BSH Customer Service, which covers the Bosch, Neff, Siemens and Gaggenau appliance brands in the UK, has won the coveted Total Excellence and Quality (TEQ) service award for 2009.
An impressive 94.5% of customers gave BSH Customer Service top marks which won BSH first place in the white goods manufacturers’ category of this annual independent national customer service award, beating eight other well-known domestic appliance service organisations to the title.
The TEQ award is administered by Domestic & General, the UK’s specialist provider of repair plans for electrical domestic appliances. The award is determined by approximately 420,000 customers who complete an independent customer survey following an appliance service visit within the last 12 months.
The results showed that BSH’s first visit completion of service calls has reached an industry-high of 82.7%. In addition, 95.7% of customers found it easy to contact the BSH call centre and over 96% found the customer service advisors polite, helpful and efficient. An impressive 97.7% said the BSH engineer arrived on time and over 98% said the engineers were efficient, polite, tidy and helpful.
Commenting on the award, BSH customer service director, Bernhard Vocke described the contribution of the BSH customer service team: “All our staff – both in house and in the field – has specialist skills and knowledge that only a manufacturer can provide. Their advanced appliance training together with a customer service focus gives an unparalleled level of expertise to enhance the customer’s overall service experience”
