Glen Dimplex Home Appliances has been highly commended in the coveted Total Excellence & Quality (TEQ) customer service award for 2018.
In the annual independent survey of more than 300,000 customers who had an engineer’s visit in the previous 12 months, an impressive 93% of GDHA customers rated its customer service as excellent or good, with 85% being happy with the overall telephone contact centre experience and with the engineer who visited their home.
In addition, 84% of the 3,099 GDHA customers surveyed reported that the issue with their appliance was fixed on the first visit.
GDHA’s UK-based customer service operation has won the TEQ award in the white goods manufacturer category four times previously and been highly commended in second place a further five times in the last ten years.
TEQ is a Domestic and General Award scheme which has been running for more than 20 years. It is a well-regarded mark for outstanding customer service in the industry and recognises manufacturers and contractors who provide consistently high-quality repairs and service to their customers.
The survey gives Domestic & General’s customers the chance to comment on every aspect of their experience, from the moment their initial call is received by the contact centre through to the successful repair or replacement of the appliance
GDHA managing director Mark Davison said: “We pride ourselves on providing excellent customer service and so we are delighted to have rated so highly in the TEQ award scheme. The TEQ survey is highly regarded and it is good to know that the hard work that our customer contact centre and team of engineers put in is appreciated by our customers.”
Domestic and General client service director Juan Viviani added: “At Domestic and General we work in conjunction with our partners to understand the importance of putting the customer first. We are always listening to our customers to ensure we adapt our processes and business model to meet their expectations and needs. The TEQ award gives our customers the opportunity to reward the service provider they believe to have best delivered against their expectations.”