KBzine: the original kitchen and bathroom industry e-news - since 2002
6th October 2017
We strongly recommend viewing KBzine full size in your web browser. Click our masthead above to visit our website version.
Dream Doors scores record Checkatrade rating for 2015
Kitchen makeover franchise achieves an average customer rating of 9.7 out of 10 as it looks to improve service even further in 2016
Dream Doors, the UK's largest kitchen makeover retailer, has announced its best ever Checkatrade rating, achieving an average customer rating of 9.7 out of 10 during 2015.
Current Dream Doors franchises have amassed 12,073 customer feedbacks on Checkatrade, the online service that connects consumers with reputable trades, services and businesses. 97.9% of all Dream Doors' customers in 2015 were charged the original estimate price, 2.1% were charged more but kept informed, and not a single customer was charged more and not kept informed.
"Delivering a first-class service to our customers is the cornerstone of our business, so it is hugely rewarding to see such impressive 2015 figures for Dream Doors on Checkatrade," says Troy Tappenden, managing director of Dream Doors. "We provide extensive training to all our franchisees, stressing the need for good customer service and showing franchisees how to deliver that. An average score of 9.7 is fantastic, but we'd like to go even further in 2016 and get that average customer rating even closer to the perfect 10!"
Checkatrade helps consumers to find a trusted trader by providing a rating on the service that they have received. All customer feedback is read by Checkatrade.com before being made live, and more than half of customer feedback forms are independently spot checked and verified to make sure the jobs and rating are genuine.
Of all the feedback left on Dream Doors via Checkatrade, only one in every 187 jobs showed reasons for concern. The national average is 1 in 4, showing clearly what impressive results were achieved by Dream Doors in 2015.
"Dream Doors' 2015 figures are nothing short of remarkable," says Checkatrade.com boss, Kevin Byrne. "Its 'reasons for concern' rating is far better than the national average and it is highly unusual for any company to achieve such a rating. Checkatrade provides consumers with the trust and reassurance that their selected tradesperson will do a good job, and the Dream Doors franchisees are delivering that trust and reassurance in spades."
Dream Doors recently announced its best ever financial results, with a turnover of £33 million (including both HQ and the Dream Doors network) in 2015. The average turnover per franchise has also increased to £500,000 in 2015.
"Our impressive financial results in 2015 were down in part to the excellent customer service our franchisees deliver," notes Troy Tappenden. "Demand for kitchen makeovers continues to grow and part of the appeal for consumers is because of our ability to complete a kitchen makeover with a minimum of fuss in just a few days. This compares favourably with the weeks and weeks of upheaval that can come with a full kitchen re-fit, and all of our franchisees make a huge effort to ensure the customer service from start to finish is of the highest quality."
Image: Dream Doors opening its 50th retail showroom last January. 12 new showrooms were opened during 2015
8th January 2016