31 October 2012 - Celebrating success in customer service: The 15th annual Total Excellence & Quality (TEQ) Awards
Widely regarded as a benchmark for 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.
This year, the key Domestic Appliance Manufacturer TEQ award has been won by Glen Dimplex Home Appliances, with Miele and BSH coming in a close second and third place respectively. A further 15 TEQ trophies are awarded to independent repair agents across the UK for their outstanding service.
Sponsored and administered by the UK’s leading warranty specialist Domestic & General, the annual TEQ Awards are based on feedback from more than 420,000 surveys sent 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’s TEQ Customer Service winner, Glen Dimplex Home Appliances (GDHA), achieved the highest customer satisfaction rating in their history. An outstanding 95% of those surveyed rated GDHA’s Customer Service as ‘excellent’ or ‘good’ and more than 97% of GDHA 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, presented GDHA Chief Executive Denver Hewlett and Customer Care Director Paula Hodkinson with their award at Nunsmere Hall Hotel in Cheshire. Lawrence commented: “We are delighted to be presenting GDHA with their fourth 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.”
The TEQ survey and awards provide white goods manufacturers and repair companies with more than just a PR boost. Results from the customer surveys are a valuable resource, enabling service centres to recognise successful aspects of the repair procedure, as well as pinpointing areas for improvement. Lawrence Harrison meets with each of the major white goods manufacturers on a quarterly basis to update them on their progress, providing them with the opportunity to catch potential problem areas quickly.
It is the consumers who are the real winners of the TEQ awards though. Competition for the awards increases each year, with manufacturers and contractors consistently reacting to survey feedback to improve repair services for their customers. With this year’s winning manufacturer, GDHA, achieving one of the highest TEQ scores ever achieved, it is clear that these efforts are successfully translating across to customer experience.”
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