December 2022
ertonline.co.uk
ERT AWARDS 2022
Best Manufacturer/Supplier Customer Service Winner Samsung
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Samsung says it is delivering a “digital first” 24/7 support offering with the objective to reduce customer effort and increase accessibility during all stages of the product lifecycle. The manufacturer’s online support continues to grow with the latest technical assistance for all product categories in the form of videos, FAQs, diagnosis steps as well as the online troubleshooting tool. Samsung’s Authorised Service Partners are Which? Trusted Traders endorsed for home appliance and TV/AV product repairs and installations. “By going above and beyond industry standards, Samsung customers have the
total reassurance that they are receiving the most reliable assistance possible at all points of the support journey,” explains Hilary Dyer, Marketing and Communications Manager, Customer Experience UK and Ireland at Samsung Electronics. “Winning this ERT trophy is a great honour and fuels the teams to work even
harder for our customers! This external validation makes us even prouder that we offer an award winning range of initiatives to enhance and improve our customer experiences. This is so that customers feel valued and secure in their purchase decisions.”
Ms Dyer says the company is proudly sharing the award on internal communications channels and will also be including it in its external marketing messaging as well.
Best Independent Domestic Appliances Retailer – Large Winner NE Appliances
Sponsored by
“It is a huge honour to win this award,” exclaims Ben Gilks, MD of NE Appliances. “Our business has gone through a lot of changes in the past few years, with an adjustment period that comes along with that, but we’re back on top of our game now and it’s great to be recognised in this way!” Last year, the retail business rebranded to NE Appliances and moved to a new
purpose-built 15,000sq ft showroom, with huge investment in its distribution network so it can serve most major parts of the UK. The unique curved showroom boasts many brand names covering built-in appliances, refrigeration and range cooking; it is also the only dealer in the area of Miele and ASKO products. As of only May this year, a brand new kitchen showroom was introduced for NE’s sister company, 102 kitchens.
“Despite the challenges facing the market we have seen an exceptional level of
growth in recent years,” continues Mr Gilks, “rising from £4.5 million in 2020-21 to £9.2 million in 2021-22. We expect to achieve even more in 2023!” He adds: “While many retailers were being cautious during the COVID period, we took some risks to adapt our business, but they have paid off and that can be seen in our performance and customer feedback. “We don’t do things by halves, and I think this has given us the edge over some of the other finalists at the ERT Awards this year. “It’s always a highlight of our year and so great to catch up with everyone in the industry, and to celebrate the industry as a whole. We had a brilliant time!”
L-R: Ross Perry from Samsung, Retra’s Howard Saycell and Hilary Dyer from Samsung
Bluestem Group was awarded Highly
Commended in this category
L-R: Damion Templar from Jura, with Giles Pushman, Ben Gilks and Jessica Bird from NE Appliances
Borshch picked up the Highly Commended in this category
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