Glen Dimplex Home Appliances wins Total Excellence and Quality Award 2005
14 November 2004
Glen Dimplex Home Appliances has won the Total Excellence and Quality Award (TEQ) in the white goods manufacturer category of Domestic & General's annual survey of in-home service. TEQ continues to be a catalyst in lifting standards. This year an impressive 88% of D & G customers reported an 'Excellent & Good Rating', following a repair visit by white goods manufacturers, the highest figure since TEQ was launched eight years ago
In a closely-fought contest last year’s winner, Miele, finished second and Electrolux was a close third.
TEQ gives D & G's customers the chance to comment on the whole process of the repair - from the moment the initial call is received through to the performance of the engineer in the customer's home.
"We are delighted that Glen Dimplex has finished top – particularly as it was achieved with a record TEQ quality points score," said Ken Wilson, Managing Director of Domestic & General.
“The TEQ Awards are one of the largest independent surveys of customer service in the UK,” he continued. “This year we mailed out over 350,000 questionnaires to our customers following a repair visit."
Paula Hodkinson, Customer Care Director for Glen Dimplex Home Appliances said “We are delighted to have been crowned winners of the prestigious Domestic and General TEQ Award.
In the last few years, Glen Dimplex Home Appliances has invested £2.5 million in customer care, which has become a strong asset for the business. We have invested in new technology, resulting in the installation of a new service management system for the Help Centre, and state of the art packing equipment for the Parts Centre. We have also recruited extra resource and now have a team of 300 staff dedicated to Customer Care, including 105 people who are based in our Help Centre and 139 Field Engineers. Further investment has been made in purchasing new Nissan vans with the latest racking systems, air conditioning and CD players to ensure that our Engineers enjoy a comfortable and efficient working environment. We have also put all of our engineers through a special Customer Care skills training programme to help them communicate better with our customers. I believe that this has helped us to achieve the excellent scores awarded for presentation and helpfulness.
Our strategy to provide the very best in terms of resources and training has been rewarded by having a highly motivated team, keen to help and able to satisfy customers”.
ENDS