01 November 2011 - BSH win Total Excellence and Quality (TEQ) award for the third successive year
Domestic & General's annual TEQ Award provides manufacturers and contractors with a unique insight into customer care and service standards, and is enhancing the quality and reputation of the domestic appliance repair industry.
BSH Customer Service has once again demonstrated their commitment to outstanding customer service, winning Domestic & General’s Total Excellence and Quality (TEQ) award for the third successive year.
BSH are responsible for the care of Bosch, Neff, Siemens and Gaggenau home appliance brands. They are joined by Glenn Dimplex Home Appliances and Miele, both highly commended for their customer service levels.
Ever since their inception in 1997, the TEQ Awards have played a significant role in driving forward service standards throughout the repair industry. The awards are based on feedback from 420,000 post-repair questionnaires distributed each year by Domestic & General. About 40% of those contacted returned completed questionnaires, making it the UK’s largest independent survey of repair standards on domestic appliances.
Domestic & General then returns this feedback to every manufacturer, allowing them to gain an invaluable insight into every aspect of their customer service. This starts from the very moment the customer calls the helpline and their problem is politely dealt with, through to the efficient and courteous home visit from their engineer. And since we work with all the major manufacturers, a company’s performance scores can be compared accurately with those of their main rivals.
In BSH’s case, for example, they have not rested on their laurels after their triumph last year. Over the past twelve months they evaluated every aspect of its customers’ experience – from initial call or email, to completion of the repair - to ensure that all procedures are further improved, wherever possible.
Winning the TEQ award for the third time demonstrates our commitment to exceeding our customers’ expectations”, comments BSH Customer Service Director, Bernhard Vocke. “This is also very reassuring for our dealers”, he adds. “It means that when they sell a Bosch, Neff, Siemens or Gaggenau appliance, they can be totally confident that their customers will receive the very best customer service in the industry”
“We are immensely proud that the standard of our customer service matches the quality of our home appliances”, says Mr. Vocke. “Despite winning this award once again, we will keep on working hard to ensure that our customers continue to get the service they expect – and deserve”
Lawrence Harrison, Service Director of Domestic & General is delighted at BSH’s success, and also the influence that the TEQ awards have within the industry. “We first started these awards because we wanted to know the areas where we could provide an even better service for our customers. We could never have imagined how successful, and important, they would become.
Over the past 14 years our work has been embraced by every manufacturer and repair contractor as a crucial source of research and understanding into their customers’ attitudes towards their service, and enabled them to make a range of improvements .Congratulations to BSH and all our partners, for all their hard work and success to date.”
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