We are never complacent. As well as chatting to customers ourselves, we carry out independent market research to learn what more we could be doing.
We conduct a monthly survey with BDRC on a sample of 500 customers. This allows us to monitor and react to customer satisfaction across sales, delivery, repairs and how we deal with late payment. We are proud of the results and their consistency – but we also take pride in our ability to adapt and improve.
Examples of changes we have made to our proposition in response to customer feedback include flagging up the manufacturer’s product code on our price ticket so that customers can conduct their own price comparison online, and splitting off the service and insurance offers from the product.
We also have a dedicated central customer relations team that will resolve a complaint. Our goal is always to put it right and learn how to do it better.
Why does all this matter? Crucially, in general half of our new customers are referred to us by existing customers. That is loyalty that money cannot buy.