Independent Network offers online guarantee activation, gathering customer feedback in the process
PVC-U glazing industry standards organisation, Independent Network has capitalised on the launch of its new-look website by revamping the process involved in activating its hallmark insurance-backed guarantees.
The ten-year cover, which represents one of the industry’s most fail-safe packages of customer support, is instated as soon as homeowners have submitted a completed feedback form evaluating the standard of work and service they received.
Previously administered solely in hard copy by post, homeowners now have the option to submit their feedback online, saving time and postage costs and providing instant reassurance that the process is complete.
Independent Network MD, John Ogilvie explains: “The process of gathering customer feedback serves a dual purpose, both instating the ten-year cover that protects homeowners’ installations against virtually any eventuality and providing us with a true and, crucially, up-to-date picture of how well our member companies are performing.
Independent Network wouldn’t be held in such renown if we hadn’t constantly monitored the standard of our installers’ work from day one. We only retain the best companies, helping us – over our 19-year history – to achieve average customer satisfaction ratings of 97% compared to an industry average of just 83%. When you consider that we achieved that average over 230,000 installations with a combined worth of over £860m, you can see it’s no fluke!”