Servicing Our Clients
Our commitment to providing excellent customer service is demonstrated by the results of our 2016 customer survey. It showed that 97 per cent of respondents rated our service as ‘excellent’ or ‘good’.
We have invested heavily in new systems to monitor and record our customer service levels and we have implemented a dedicated Customer Experience Team to drive the right behaviours across the company.
In 2016, our Customer Experience Team handled more than 42,000 telephone calls and distributed in excess of 17,000 emails to ensure that customers were dealt with efficiently. Our responsiveness to customers is critical in a business where around 70 per cent of orders are placed for delivery within 24 hours.
Complaint resolution also forms a key part of our customer service approach, providing front line teams with skills and knowledge to manage customer issues as they arise.
A-Plant won the ‘Best Return on Customer Service Investment Award’ at the UK Customer Satisfaction Awards in 2016, beating off strong competition from major consumer brands.
- 97% of respondents rated our customer service as ‘excellent’ or ‘good’
- £150m invested in new equipment annually since 2014
- ‘Best Return on Customer Service Investment Award’ at the UK Customer Satisfaction Awards
- A-Plant Guarantee
- A-Plant Customer Training