The company adds that, despite achieving an impressive top line result with overall customer satisfaction ratings putting it on a par with other leading UK businesses (Institute of Customer Service – The UK Customer Satisfaction Index July 2013), the business is determined to not be complacent.
The study was conducted by independent research agency Mackman during the summer (June to August 2013) and polled the views of Specflue UK customers (current and past) across five business groups (Stove, Installer, Merchant, Mechanical and Biomass).
By comparing Specflue’s overall customer satisfaction level (86.5 percent) with recent findings from the Institute of Customer Service UK Satisfaction Index released July 2013, it achieves similar levels to brand leaders such as Marks & Spencer (86.7 percent – non food) and Waitrose (88 percent).
Managing director Jeremy Fry said: “Whilst the results are a vindication of our continued growth, particularly in emerging markets such as biomass and solar, we know that there is still room for improvement and we are determined to raise satisfaction levels even higher. Over the next year we will put steps in place to achieve this objective.”