FULL MARKS FOR INSTALLER TRAINING

Our training programmes have been highly praised by contractors, installers and end users in our latest customer research, ranking above all other areas of the business for customer satisfaction.

When asked about the content of our training modules, the structure of the programmes, the pace at which the training takes place and the skills of the trainers, almost all of respondents (96%) rated all areas as ‘excellent’ or ‘good’. This outcome is following significant investment in creating dedicated training facilities at our key distribution centres across the UK, demonstrating the positive impact this is having.

The sample service we provide is another area of the business that was rated highly by customers. Acknowledging that seeing a true representation of the finished product is key to the specification process, we strive to deliver samples of all of our products that are as close to the genuine product as possible. It is fantastic to see this is welcomed by our customers, with 98% rating the turnaround time for receiving samples as ‘excellent’ or ‘good’, while 95% stated the same regarding the quality of the samples.

We have always prided ourselves on the level of technical support we provide throughout a project, from specification through to delivery, so we were delighted our customers appreciate the service they receive from our dedicated team. 90% of respondents rated the technical advice provided as ‘excellent’ or good’.

Commenting on the latest research, our customer services manager, Mark Arnold, said: “We always strive to go the extra mile for all of our customers and do everything we can to help their project run smoothly. The customer is always at the centre of every aspect of our operation, from customer service and technical support through to our trade counters and delivery and logistics teams.

“It is our customer-focused approach that has led to many long-standing customer relationships, some of which we have had for more than 20 years. It is fantastic to see, through this latest research, that we are continuing to exceed our customers’ expectations and retain customers year on year.”