Customer service at Pipe Center and Climate Center has improved for the third year running, according to the company.
The latest market research conducted by the company shows that customer satisfaction ratings leapt forward again in the year to March.
The company’s national Net Promoter Score (NPS) rose from 15 in March 2011 to 27.79 in March 2012, while its National Average score went up to 8.0 from 7.66 during the same period.
The increase in customer satisfaction levels follows the launch of Operation Service Excellence, a customer service initiative aimed at putting customers at the heart of the business.
Since its inception in 2009, there have been regular improvements in customer feedback, satisfaction levels and loyalty.
Dean Fradgley Managing Director, said: “We are committed to offering customers best in class customer service. Operation Service Excellence is a long-term initiative and we will continue striving to improve customer service levels until we achieve perfect satisfaction and perception scores every time they are measured.
“Our pioneering approach to driving up standards, not just in individual branches, but across the company network, is helping deliver our target of giving customers exactly what they need, when they need it.”