Celebrating the best special report
Nine indies scooped accolades in Domestic & General’s Retailer of the Year 2013 Awards S
ponsored and administered by specialist warranty provider Domestic & General, the Retailer of
the Year (ROTY) Awards are designed to reward ‘the very best in customer service across all electrical retail channels’. From August 2012 to July 2013, some 270,000 surveys were posted to customers that had recently made a major electrical goods purchase, such as a TV or washing machine. Independents, multiples and online electrical
retailers were then rated. High Street retailers (big and small) were scored on the store’s appearance; the courtesy, availability and product knowledge of staff; and product demonstration. For internet stores, the criteria was: the appearance of the website, the ease of navigation, the product information provided and the efficiency and speed of delivery. Domestic & General sales director David Hollingdale said: “This year’s ROTY survey saw exceptional ratings across the board and new record high customer satisfaction scores in both the internet and multi-store categories. “The results, along with the on-going success of these businesses, underline the importance of great customer service in difficult trading times.” So who won what? Barretts Digital World pulled off the remarkable feat of retaining the Independent ROTY award. In 2011 the Canterbury outlet garnered a ROTY for being the UK’s most recommended single store. Last year, it collected the Independent ROTY award - and this year it has repeated the feat. Domestic & General said Barretts kept up
its remarkable customer satisfaction score of over 96%, with Marks Electrical of Leicester and Bradford’s Sonic Megastore coming in a very close second and third places respectively. The multi-store ROTY award was secured by Hughes Electrical – again. Hughes won the category when it was
first introduced last year and has built on that success by further improving customer service across its stores. “The results speak for themselves,” said Domestic & General, “with the chain’s overall customer satisfaction score rising over 2.5% to a new ROTY record for this category of 91.08%.” Mains Electrical was just pipped into second place, with Stellisons an equally close third. The internet ROTY award was scooped by RGB
Direct, which raced up from seventh place last year to take to the 2013 top spot. It scored a new record for the internet ROTY with an impressive 93.98% customer satisfaction score. RGB Direct narrowly beat previous winner Crampon &
Winning smiles (l-r): Derek Hollingdale (D&G), Phil Thorogood (RGB), Jason Digwa (RGB), Lee Miller (D&G), Shaun Barrett (Barretts), Andy Pallant (Hughes), Robert Hughes (Hughes), and Jeff Griffiths (D&G)
Moore into second place, with Electrical Discount coming in third, ahead of a record number of UK internet retailers rated in this year’s survey. The winners and managers of these three winning retailers were presented with their trophies at the Alan Ducasse restaurant in London’s Dorchester Hotel, at an event hosted by Derek Hollingdale, along with Domestic & General director of sales Lee Miller, and national account director Jeff Griffiths. David Hollingdale commented: “These
three winning businesses, along with all those featured in the top echelons of the survey, can be justly proud of being rated as the UK’s very best retailers by the customers they serve. “Domestic & General has built its business
on over 60 years of delivering exceptional customer care and we’re very proud to sponsor these awards, that celebrate the best in customer service.”
Retailer of the Year 2013
Independent Retailer of the Year 2013 1. Barretts Digital World 2. Marks Electrical 3. Sonic Megastore
Multi-store Retailer of the Year 2013 1. Hughes Electrical 2. Mains Electrical 3. Stellisons
Internet Retailer of the Year 2013 1. RGB Direct 2. Crampton & Moore 3. Electrical Discount UK
Retailer of the Year 2014
Retailers: want to know how you fared in the ROTY 2013 survey? Email
richard.stevenson@
domesticandgeneral.com for your customer satisfaction percentage, overall position against other retailers in the UK, and a breakdown of your results question by question. Want to get even more customers offering feedback on your store? Email
jeff.griffiths@
domesticandgeneral.com for information on driving your customer feedback via Domestic & General’s online ROTY survey portal The 2014 ROTY survey is already under way and Domestic & General is asking stores to encourage their customers to fill in the ROTY online survey by putting a ROTY POS wobbler on service desks and/or embedding the ROTY survey URL and direct access QR code on websites, receipts or e-receipt emails. Domestic & General can also provide ROTY compliment slips to pin to till receipts. Email
jeff.griffiths@
domesticandgeneral.com for more information.
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www.innovativeelectricalretailing.co.uk
October 2013
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