UK-wide Customer Service Results Demonstrate Continued Excellence in D&G Independent Repairer Network
Domestic & General, the UK’s largest specialist provider of breakdown protection for domestic appliances, electronic equipment and gas central heating systems, has announced the independent repairers who have won its Total Excellence and Quality (TEQ) awards 2004. The TEQ awards, now in their seventh year, recognise excellence in customer service across three core categories, kitchen appliances, home entertainment and central heating. The awards are now widely credited as driving improved service standards throughout the repair industry.
The TEQ Awards result from the UK’s largest independent survey of repair standards on domestic appliances. Domestic & General surveys customers annually on all areas of repair performance, including how politely and efficiently the initial call requesting a repair was handled, to how punctual, efficient and courteous the repair engineer was whilst in their home.
The company issued over 450,000 customer satisfaction surveys for the year 2003-4, and had a response rate of 50%. This exceptionally high level of feedback gives Domestic & General a unique insight into the overall quality of repairer services across the UK. The 2004 results demonstrated a consistently high standard of service from Domestic & General repairers.
Lawrence Harrison, Domestic & General Services Director,commented: “We are delighted to be able to announce the winners of the TEQ awards 2004, and yet again recognise the continued commitment of our repairer network to excellence in customer service. These awards are so important to both Domestic & General and our repairers, as they reflect customer opinion – and therefore give a very accurate, yet independent representation of how our repairer network’s standard of customer care is received.
Lawrence Harrison (left) presents the prestigious TEQ Award to Vivienne and Nigel Bell from GT Electrical.
“Every member of the Domestic & General repairer network prides itself on delivering excellence in customer service, and the high levels of success achieved this year demonstrate that we are all definitely doing something right. We are also pleased to see many previous winners again winning awards this year – clearly demonstrating that commitment to quality is an integral element of their businesses. I am sure that all our repairers will be working hard to maintain standards in 2005.”
The 2004 TEQ Award winners in full;
Brown goods
1. Retel Electronics, Carlisle
2. Audio Video Services, Clevedon, Bristol
3. Fault Finders, Fairwater, Cardiff
Brown goods (low volume)
1. Audiovision Service, Freshwater, Isle of Wight
2. Colorite, Swindon
White goods
1. GT Electrical, Hull
2. Domestic Appliance Repairs, Rotherham
3. Ferrers Technical Services, Higham Ferrers
White goods (low volume)
1. Domestic Repair Agency, Dundee
2. Microwave Service Centre, Milton Keynes
Heating
1. AFR Ltd, Welwyn Garden City
2. O’Neil Gas Services, Ayr
3. South West Energy Services, Plymouth
Heating (low volume)
1. Firth Heating, Lossiemouth
2. Wessex Gasworks, Weymouth
Domestic and General is the UK’s largest specialist provider of breakdown protection for domestic appliances, electronic equipment and gas central heating systems. The company underwrites breakdown insurance policies for over ninety appliance brands, over 2,000 independent high street retailers and catalogue companies, and also operates a Quoteline service.
For more information, please contact the D&G press office on 020 8879 8580 or email pressoffice@domgen.com