GDHA celebrates TEQ Award

Appliance manufacturer was highly commended for its customer service

10 Dec, 18

Glen Dimplex Home Appliances (GDHA) has been highly commended in the Total Excellence and Quality (TEQ) customer service award.

GDHA celebrates TEQ Award

Left to right: Customer help service manager Neil Picton, partnership operations manager Tony McCarthy, managing director Mark Davison, customer care director Nick Fisher and warranty partnership manager Garett Keogh

 

In the annual independent survey of more than 300,000 customers who had a engineer’s visit in the previous 12 months, 93% of GDHA‘s customers rated its customer service as good or excellent.

In addition, 85% were happy with the overall telephone contact centre experience and with the engineer who visited their home.

According to GDHA’s surveyed customers (3,099), 84% reported the issue with their appliance was fixed on the first visit.

GDHA’s UK-based customer service has won the TEQ Award in the white goods manufacturer category four times and been highly commended in second place five times in the last 10 years.

The appliance manufacturer has a 120-seat customer contact centre which handles more than 600,000 inbound calls.

In addition it has a national fleet of 130 regionally0based Gas Safe-certified engineers who complete 160,000 service visits per year.

GDHA was recently appointed as the service team for Kuppersbusch appliances.

Managing director of GDHA Mark Davison said: “We pride ourselves on providing excellent customer service and so we are delighted to have rated so highly in the TEQ Award scheme.

“The TEQ survey is highly regarded and it is good to know that the hard that our customer contact centre and team of engineers put in is appreciated by our customers.”

TEQ is a Domestic and General Award scheme which has been running for more than 20 years.