Yes, we’ve picked up Gold again!
We are thrilled to have been awarded gold for the seventh year in a row for the Readers Digest Quality Service Awards.
To win this again is testament to the continued focus and attention we pay to the voice of our customers, and it’s great to get recognition from an independently run survey of New Zealand consumers.
We know there can be many pain points in the flooring purchase process so by aiming to deliver a consistent and easy interaction with us, while understanding every customer’s individual needs ensures the customer experience becomes an enjoyable one.
“We continually look to improve and by listening to those who have gone through the process with us we can identify areas of the customer experience we need to focus on and ensure we continue to exceed our customers’ expectations. Winning this award three years in a row proves our commitment to delivering excellent customer service and our goal is to solve every customer’s flooring requirements, whatever their life stage or individual needs may be”.
Victoria Lloydd, Head of Marketing
Catalyst Market Research was commissioned to conduct the survey, which involved 1,620 New Zealanders of a mixed demographic, who were asked to rate their opinions of a range of service-providers. Those surveyed were first asked which companies they previously had experience with, so that a brand list – reflective of today’s market – could be established. Data was then captured to establish which companies provide the highest levels of customer service.
The respondents are asked to rank their experience with the listed companies according to five questions:
“Personalisation: How well was the company able to provide the consumer with an individualised customer experience?”
“Understanding: How effectively was the company able to demonstrate a genuine insight into the customer’s needs.”
“Simplicity: How quick and easy was the process of dealing with the company?”
“Satisfaction: To what level did the company meet or exceed the customer’s expectations?”
“Consistency: Did the company deliver ongoing quality service?”
The highest rated companies are then awarded gold and the next closest awarded silver.
We are committed to continuing our focus on customer service to ensure all our customers have a great experience every time.
Thank you to those that voted for us. We promise to keep flooring you with our service.