Nu-Heat is thrilled to announce that we’ve once again achieved the coveted ServiceMark with Distinction from The Institute of Customer Service! We’re proud to be the only heating company to receive this accolade, which highlights our commitment to providing an exceptional customer experience.
Independent recognition of outstanding customer focus
The ServiceMark assessment offers an in-depth evaluation of an organisation’s customer service efforts through feedback from employees, customers, and an independent assessment. The assessment delves into various aspects, including customer satisfaction, employee training, team culture, complaint handling procedures, and ongoing process improvements.
Once their review was complete, assessors were particularly impressed by Nu-Heat’s “focus on the customer and delivering excellent service,” a focus that is reflected in our customer scores.
Customer satisfaction: A core value
Nu-Heat’s Business Benchmarking score of 90, as measured by The Institute’s survey of our customers, is significantly higher than the UK all-sector average of 76.0 (January 2024 UK Customer Satisfaction Index). In their feedback, many customers praised the competency and helpfulness of our staff and highlighted the level of support we provide, with one customer commenting: “there is always someone to help me.”
“We are incredibly proud of our people and their dedication and focus on putting customers first,” says Tim Smith, General Manager at Nu-Heat. “Nu-Heat is built on service – it was one of our founding values and the customer continues to be at the core of everything we do. Even with this incredible result, we remain committed to our Customer Service Action Plan. Over the next year we will implement improvements to reduce customer effort, ensure we are getting our service right first time and strive to achieve a service level that is above 9 out of 10.”
Jo Causon, CEO, The Institute of Customer Service, commented: “Congratulations to Nu-Heat for achieving ServiceMark with Distinction. It is indicative of a customer-centric organisation that sets and meets consistently high standards and is always striving to improve.”
A heartfelt thank you
We would like to thank all our customers who have shared their feedback about our products and services. Your input is invaluable to us as we strive to continuously improve our offerings and deliver excellent customer experiences. Thank you for choosing Nu-Heat and for your continued support.
If you would like to leave us some feedback, you can do so by calling 01404 549770 or sending an email to info@nu-heat.co.uk.
