Miele has announced that it has won the Domestic and General Total Excellence & Quality (TEQ) award in the Domestic Appliance Manufacturer Category with 94.6% of those surveyed rating Miele’s customer service as ‘excellent’ or ‘good’. This is the seventh time that Miele has scooped the prestigious award.
Simon Grantham, MD for Miele UK said of the accolade, “We are delighted to have won the TEQ award, which recognises our commitment to our customers through every step of their Miele journey.”
Widely known as a recognition of excellence within the white goods industry, the TEQ awards recognise manufacturers and contractors who have consistently provided customers with high-quality repair services over the last 12 months. The awards are based on feedback from thousands of post-repair customer surveys, so the scores for each company are directly comparable.
As well as forming the basis for the awards, the TEQ survey provides white good repairers with a unique insight into the realities of the customer journey. Sponsored and administrated by the UK’s leading warranty specialist, Domestic & General, the survey covers every stage of the repair process; from the customer’s initial contact to the engineer’s courtesy and appearance and the effectiveness of the repair itself.
The surveys are sent out to customers shortly after they have received a repair service. Once the surveys have been returned, Domestic & General collates the results and gives feedback to each repairer. Companies’ performance scores over a 12-month period are then directly compared to establish a ranking and overall TEQ winner.
Lawrence Harrison, Service Director at Domestic & General comments, “The Total Excellence and Quality (TEQ) survey has been running for 16 years and has grown to become the industry’s definitive barometer of repair performance and customer service. It is truly independent as repair service is rated by thousands of customers who have experienced that service first hand. With over 400,000 surveys sent out every year the results are incredibly robust and give a very accurate representation of the levels of service manufacturers provide when handling customers with breakdowns and undertaking service work. From call handling to engineer courtesy and from speed of call out to the effectiveness of the repair, TEQ is the UK’s most comprehensive and accurate survey of repair services across white goods, consumer electronics and heating appliances.
“Miele’s win this year comes on the back of exceptional hard work by its service team, improving and fine-tuning its entire service chain from the contact centre to the engineer visit. Today’s satisfied customers are tomorrow’s business for new appliances, making customer care and service excellence a critical part of any manufacturer’s business. Miele’s survey results reflect a very high level of satisfaction across tens of thousands of its customers and highlight the company’s outstanding commitment to customer service. Miele can be justly proud of winning the TEQ award for 2013, and taking the honour for the seventh time in the survey’s 16-year history.”