BSH Home Appliances has won the Total Excellence and Quality Award (TEQ) for the second consecutive year, which makes six times in total.
Run by appliance care provider Domestic & General (D&G), the TEQ award is decided from surveys sent to end-users who have had a repair visit from a participating manufacturer.
The survey covers all aspects of the repair process and 94.1 per cent of customers rated BSH’s service as excellent or good following a repair visit from one of its engineers.
More than 95 per cent were satisfied with the telephone adviser assigned to them and 97 per cent were happy with the field service engineer who visited their home.
“We are delighted to win this prestigious award,” said BSH UK director of customer service Brendan Bulfin (pictured). “It took a lot of hard work and dedication to win the award last year, and just as much to retain it. The TEQ Awards are very competitive, so it is a great result for our customer service team and BSH as a whole. It shows our customers and dealers that our appliances are serviced to the highest standards.”
D&G’s UK service director Lawrence Harrison commented: “Our TEQ Customer Service Award is about recognising manufacturers that place customer satisfaction at the centre of their business model.
“To win once is a testament to investment and efforts around customer experience, but for BSH Home Appliances to retain its title for two years running shows a truly long-term ambition to deliver a world-class service.”
This is the sixth time that BSH has won the title.
Mr Bulfin added: “Our customers know that we will look after them throughout the lifetime of their appliance. We constantly monitor our service through our own surveys, but it is good to be independently recognised within the industry.”