November 2019
ertonline.co.uk
Best Supplier Customer Service Winner Hoover Candy UK
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Above: The official launch of the new Hoover Caandy Group office in Warrington.
Left: Left to right: Daniel Todaro, Managing Director at Gekko, from Hoover – Darren Marsh, Mike Harrop, Chloe Meadows, Gwyneth Chapman, Hugh Bell – and Ros Atkins.
D elivered company’s through the ‘2020 vision’,
Hoover’s customer service improvements stem from its 120-strong workforce at its contact centre in the North West of England. At the heart of the manufacturer’s new strategy is a realignment of its on-the-ground customer service teams into one function and best practice processes amongst all five of its brands.
Each customer service operative has been trained to put the customer at the heart of the Hoover brand; as a result, the department vastly improved on its received number of Contact Centre complaints between 2017 and 2018. Through reinvestment and training, Hoover’s customer service team has been able to turn around its Trust Pilot score from one to four stars. Not only this, but the brand was named as the Preferred Service Provider at AO for the whole of 2018 and the first quarter of this year. Standing its ground against multi-billion-pound companies, the
brand’s Net Promoter Score for 2018 was 72 percentage points, scoring higher than the likes of Aldi, John Lewis and Apple. Anything over 40 is considered to be good from a leading brand. Talking about its Best Supplier Customer Service award, David Meyerowitz, UK CEO at Hoover’s parent company, Haier E urope, said: “We are delighted to have received an ERT Award and that our dedication and commitment to customer service has been recognised in this way. “Initiatives like the ERT Awards enable to take stock of our collective achievements and progress made throughout the year.”
For companies looking to enter
the ERT Awards next year, Mr Meyerowitz added: “You’ve simply got to be in it to win it! Any company or individual that’s doing great things deserves to be rewarded, so we’d encourage people to really get behind the ERT Awards and celebrate everyone’s success!” ■
We are delighted to have received an ERT Award and that our dedication and commitment to customer service has been recognised in this way
Liebherr Great Britain was awarded
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