KBzine: the original kitchen and bathroom industry e-news - since 2002
18th August 2017
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Customer at the core - Burbidge's expanded team sees customer satisfaction soar
Having recently invested in expanding its customer service team, Burbidge is thrilled to announce that its reputed customer satisfaction levels have soared to the next level.
During the last two years, Burbidge has bolstered its customer service division with two new appointments in order to deal with increased demand following the launch of its new kitchen and bathroom furniture ranges.
Consequently, the six-strong team were taken on a bespoke customer service training programme tailored to the Burbidge business and designed to teach them best practice, as well as how to most effectively respond to each and every customer.
In recently completing its bi-annual customer survey, the impact of expanded team's expertise is clearly demonstrated. The survey shows that 85% of Burbidge's customers rate the business as excellent or good; constituting a 4% increase on 2014 figures. Notably, in terms of the business' attributes, almost three quarters (71%) describe Burbidge as 'high quality', over two thirds (68%) deem it as 'respected' and three in five (58%) said they feel it is 'trustworthy'.
In addition, almost half (47%) rated Burbidge's customer service offer as excellent; a 13% increase on 2014's figures.
Ben Burbidge, managing director of Burbidge comments: "Following the launch of The Kitchen Furniture Co. in 2013 and the Bathroom Furniture Co. just last year, massively broadening our remit, we have received more customer enquiries than ever before.
"As such, while customer satisfaction was already high, we felt that it was vital for us to invest in our customer service capabilities to meet this new demand ensure that each and every customer has the best possible experience.
"It is therefore great to see that this investment is already having such a positive impact, and we'd like to thank our fantastic team members for all their continued hard work and dedication in helping us to achieve this."
A winning team: from left: Lisa Allder, Louisa James, Danielle Miller, Greg Ward and Kim McCullough
27th May 2016