A people business
A people business
Understanding our customers is fundamental to everything we do.

The majority of our customers live within three miles of their local store and most of their income is earned, although often that is topped up with benefits. Just under half have been shopping with us for more than three years and one in ten have been with us for more than a decade.

Understanding our customers is fundamental to every aspect of our business. We take great pride in helping them improve their quality of life and providing a quality service.

Our customers take enormous pride too: in their homes, and in their ability to manage limited resources with resourcefulness and resilience. But they have to cope with mounting pressures on household budgets caused by things like the increase in part-time working, zero hours contracts and welfare reforms.

We can make life a bit easier. For instance, buying a washing machine saves the time and expense of taking washing to the launderette. Similarly, entertaining at home becomes more attractive with a quality sofa or TV.

Everything we do at BrightHouse is for our customers – so it is vital that we listen to what they have to say.

 Neville's Story

 Alex's Story

Gilly's Story

Listening

We know what customers love about BrightHouse from talking to them every day. 

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>Female BrightHouse colleague chatting to female customer in a BrightHouse store

Learning

We take pride in our customer survey results – and in our ability to improve.

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Female BrightHouse colleague chatting to male and female couple in a BrightHouse store