Total Excellence and Quality (TEQ) Awards 2013

In Industry News On
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Domestic & General has announced the results of the UK’s largest consumer survey of electrical good repairs, the Total Excellence and Quality (TEQ) awards 2013.

The 16th annual Total Excellence and Quality award for repair services undertaken by the UK’s major domestic appliance brands for 2013 was presented to Miele. The TEQ awards recognises manufacturers and contractors that have consistently provided customers with high-quality repair services over the last 12 months.

This year, the key Domestic Appliance Manufacturer TEQ award was won by Miele with Glen Dimplex Home Appliances and BSH coming in a close second and third place respectively. A further 15 TEQ trophies were awarded to independent repair agents across the UK for their outstanding service across white goods, CE and central heating repairs.

Sponsored and administered by the UK’s specialist warranty provider Domestic & General, the TEQ Awards are based on feedback from more than 420,000 surveys sent out to customers following a repair of their electrical goods. The survey covers every stage of the repair process: from the customer’s initial contact to the engineer’s courtesy, appearance and the effectiveness of the repair itself.

This year Miele achieved one of the highest customer satisfaction ratings the history of the survey, marking their 7th over the 16 years the survey has been running. An outstanding 94.6% of those surveyed rated Miele’s Customer Service as ‘excellent’ or ‘good’ and more than 97% of Miele’s repair customers were happy with the company’s helpfulness, efficiency and speed of response of both the contact centre and engineers.

Lawrence Harrison, Service Director at Domestic & General commented: “We are delighted to be presenting Miele with their 7th TEQ award. These awards have been pivotal in driving service standards forward throughout the repair industry. The standard of competition increases year on year and we are proud to support the continued efforts of brands to improve their customers’ repair experience.”

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