More than 85% of Network VEKA member companies were recently judged to have completed perfect installations and provided flawless service by the toughest of critics: their customers.
In total, 74 companies returned unbeatable 100% ratings. The lowest figure for the month was 96.6%, delivering an average across all companies of 97.5% – a typically high result for the Network, far outscoring the industry ‘norm’ of just 83%.
“What’s even more impressive about these figures”, comments The VEKA UK Group’s Sales and Marketing Director, Colin Torley, “is that, for Network VEKA members, they’re nothing out of the ordinary! Companies whose customer satisfaction scores don’t meet our required standard are first offered assistance to address the issue but, if the situation continues, are no longer permitted to remain as members.
“Network VEKA’s priority has always been to provide the products and service that customers deserve and expect when making such significant investments. When we started nearly 20 years ago, our industry was in a state of disrepute, largely due to unscrupulous traders whose only motivation was profit. We were determined to never be tarred with that brush, and that premise remains true to this day.”
For customers to access Network VEKA’s trademark, ten-year, insurance-backed guarantees, they must first complete a customer satisfaction questionnaire that is submitted directly to the organisation’s HQ. “That way,” Colin continues, “we know that customers’ feedback hasn’t been influenced in any way, allowing us to address any criticisms with the respective member company and, equally, give credit for the praise they receive – at events like the annual Network VEKA AGM and Awards, for example.
“The organisation is all about giving customers the best. We invest in keeping our members ahead of the game, providing training, advice on building legislation, and – with the Network VEKA Academy – subsidised opportunities for fitters to gain industry qualifications and further their careers.
“Customers get the end benefit of all this support but, of course, there are great advantages for members’ businesses too. Professional marketing with the weight of the Network VEKA name, and our commitment to only using the finest systems from The VEKA UK Group – they’re all qualities that put a business ‘on the map’, instilling customer confidence and peace of mind before a quote has even been drawn up.
“For us, the reward lies in these customer satisfaction figures. We know what we’re doing is working and, what’s more, we can prove it! There’s been a lot of industry talk about the validity of online review sites recently. Our system is fail-safe, so there should be no doubt in a homeowner’s mind that, with Network VEKA, they’re getting the best.”