Glen Dimplex Home Appliances has won the coveted Total Excellence & Quality (TEQ) service award for 2012, recording its highest ever score.
In the annual independent survey of more than 420,000 customers who had an engineer’s visit in the previous 12 months, 95% rated GDHA’s customer service as excellent or good, with more than 97% being happy with the speed of response, helpfulness and efficiency of the contact centre, helping to achieve an overall score of 92.86%.
This is the fourth time that GDHA has won the TEQ award in the white goods manufacturer category of Domestic & General’s survey, having previously become the first manufacturer to win three consecutive awards. This year they finished 2.3 points clear of the runners up.
Paula Hodkinson, customer care director at GDHA, said: “We are absolutely thrilled to have regained the TEQ award and to have beaten our previous record score. We are continually improving our processes and systems, and are in the process of installing a new call management system to give us further scope for growth. We also operate a rolling training programme to ensure that the customer care team in the office and the engineers on the road are equipped with the tools they need to do their job well.”