Specialist supplier, IronmongeryDirect, has recently been awarded In-house Research’s Outstanding Achievement Award for Customer Satisfaction. The award is recognition of the company’s great work in providing consistently high customer service levels.
In-house Research is a specialist research and consultancy business focusing on the new build and construction industry. The award is given to companies that achieve a Net Promoter Score (NPS) of 70 or above, based on customer feedback of the previous year. With a total of 1,200 of IronmongeryDirect’s customers surveyed, the supplier achieved a score of 71.1%. In fact, IronmongeryDirect has achieved an NPS score of above 70 for the last four years.
IronmongeryDirect is continually looking at ways in which to keep its customer services levels high. With this, in the last year, the company has introduced several initiatives. This includes training six employees with the Guild of Architectural Ironmongers (GAI). This training ensures that there are staff on hand to answer technical queries with confidence and give customers knowledgeable advice.
In addition, the supplier has introduced a Trade Quotes service where IronmongeryDirect creates the paperwork for larger jobs. In terms of delivery, customers now have three options – same day delivery to selected postcodes in London and the South East, next day delivery (for orders placed before 9pm) and 2-working day delivery for £3.95 + VAT (or free for orders over £50 + VAT). Click & Collect is also available from 6,500 pick up points.
Keri Bryce, Head of Sales & Marketing commented, “Our business goal is to always provide the best service to our customers at every stage of their purchase. It’s great to see so many of our customers happy with the service that we offer. This has also been shown through the excellent Trustpilot reviews we receive. We are incredibly proud to have been awarded this recognition and look forward to continually striving to offer the best customer service in the industry.”
Tom Weston, Chief Executive at In-House Research commented, “Gaining 2024 Outstanding Achievement Award for Customer Satisfaction is testament to IronmongeryDirect’s dedication to this part of its business – it’s a great accomplishment.”
IronmongeryDirect is a leading specialist supplier of ironmongery to the trade. With over 18,000 products in stock for next day delivery, including everything from hinges, locks and security devices to specialist fire door hardware.
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