BSH Home Appliances’ strong focus on providing outstanding customer service has seen the Customer Service team win the Total Excellence and Quality Award (TEQ) for a second year in succession. Most major home appliance manufacturers in the UK take part in the TEQ Awards, which are run by leading appliance care provider Domestic & General. The award is decided from surveys sent to end-customers who have had a repair visit from one of the manufacturers taking part. This is the sixth time that BSH has won this keenly contested title.
The comprehensive end-customer survey covers all aspects of the repair process from booking the appointment right through to any contact after the repair. It takes an in depth look at Bosch, Siemens and NEFF customer satisfaction throughout each aspect of operation. An impressive 94.1% of customers rated BSH UK’s service as excellent or good following a repair visit from one of their engineers. Over 95% of customers were satisfied with the telephone advisor assigned to them, and 97% were happy with the field service engineer who visited their home.
Brendan Bulfin, BSH UK Director of Customer Service, explains: “We are delighted to win this prestigious award. It took a lot of hard work and dedication to win the award last year, and just as much to retain it. The TEQ Awards are very competitive so it is a great result for our Customer Service team and BSH as a whole. It shows our customers and dealers that our appliances are serviced to the highest standards.”
Lawrence Harrison UK Service Director, commented: “Our TEQ Customer Service Award is about recognising manufacturers that place customer satisfaction at the centre of their business model.
“To win once is a testament to investment and efforts around customer experience, but for BSH Home Appliances to retain its title for two years running shows a truly long-term ambition to deliver a world class service.”
BSH UK always analyse repairs before making a visit to ensure the assigned engineer is sent the replacement spare parts that they are likely to need prior to their service visit. The National Parts Centre in Milton Keynes has also recently undergone a major refit to ensure excellent logistical operations and better availability of parts for the repair process. Furthermore, all new BSH engineers undergo comprehensive training and benefit from a mentor system to help them quickly provide the standard of service BSH customers expect.
Brendan Bulfin , BSH UK Director of Customer Service, (image above) states: “Our customers know that we will look after them throughout the lifetime of their appliance. We constantly monitor our service through our own surveys, but it is good to be independently recognised within the industry.”