Customer service

What customers say about… our advice

Stacey Callun Leave a comment

At Nu-Heat we answer hundreds of customer questions every week. From “can I have underfloor heating?” to “do I need planning permission for my heat pump?”, we are always happy to share our experience and knowledge to help you confidently choose the right heating system.

Here’s what some of our customers have to say about the advice we provide:

“Nu-Heat have been excellent. From first contact through to ordering the kit, you guided me the whole way, providing telephone and on-site advice. From what I have seen so far, Nu-Heat is a business with honesty and integrity.”

“I had a call with Holly about your products and services. I was really impressed with the conversation and the ability to make sensible proposals on limited information from me. Also, Holly has sent through more information, as she said she would.”

“I have just completed my order, having been advised by Lyndsey as we homed in on the right solution for our particular project. In all cases Nu-Heat has been responsive, no matter how often we changed our minds and looked at alternatives. Above all the advice has been knowledgeable and dependable. We are now looking forward to enjoying the comfort benefit of the installation.”

“Spoke with Like for the first time today. Extremely helpful and very clear in his explanations.”

“Purchased and fitted a OneZone kit after great advice from your sales and tech teams. Rather than quoting me the most expensive option, they quoted me the BEST option, which although cheaper was the perfect fit. As a manager of a sales team, this is the exact kind of customer focused approach I expect within my own company and to find it in practise elsewhere is really refreshing. I now have a toasty new kitchen, thank you!”

The above customer comments have been collected through our customer surveys and customer feedback process.

If you would like to leave us some feedback, you can do so by calling 01404 549770 or sending an email to info@nu-heat.co.uk.

Celebrating our Customer Service Champions

Emma Brown Leave a comment

As a member of the Institute of Customer Service (ICS), Nu-Heat marked ICS National Customer Service Week with a series of briefings, training and cross-departmental activities, culminating in our very own Customer Service Champions Awards on Friday 7th October.

Nu-Heat’s people were invited to nominate colleagues who have demonstrated excellent customer service skills in the categories: ‘Fabulous on the Phone’, ‘Using our Expertise’ and ‘Delivering on our Promises’.

Over 100 nominations were received across the three categories, and the judging panel had some tough decisions to make. After all the votes had been counted and verified, the achievements of nominees and winners were celebrated at a short awards ceremony followed by the obligatory tea and cake!

Fabulous on the phone

The winners

Fabulous on the Phone
The ‘Fabulous on the Phone’ award was presented to Fran Johnston, Administration Co-ordinator and a familiar voice for many of our customers and suppliers.

Fran’s colleagues say: “Always more than happy to help, Fran is a fine example of someone with excellent customer services skills. She is always positive, helpful and fabulous on the phone.”

Runners up James Davies (Customer Support Engineer) and Luke Tinmurth (Business Development Manager) were also highly praised for their excellent telephone manner.

Using our Expertise
Design Technician Tom Buxton received the ‘Using our Expertise’ award for his commitment to helping colleagues with processes and programmes.

Tom’s colleagues say: “Tom tirelessly helps explain work processes in order to make sure they are fully understood, and will often offer extra tips and advice.”

Sam Loader (Commercial Project Engineer) and Peter Bell (Systems Analyst) were also highly commended for using their expertise to help both colleagues and customers.

Delivering on our Promises
Field Services Engineer Will Blair was crowned winner of the ‘Delivering on our Promises’ category, and recognised for going ‘above and beyond’ to help our customers.

Will’s colleagues say: “Will is always willing to go that extra mile to make sure the customer is well looked after – even if it gives him a 15 hour day!”

Runners up Debbie Clapp (Project Manager) and Ian Weatherstone (Field Sales Manager) were praised for their work in keeping projects on track and ensuring that our customer promises are met.

Share your feedback

Nu-Heat prides itself on delivering consistently excellent customer service, and records all feedback to help us continue to improve. If you would like to leave us some feedback, you can do so by calling 01404 549770 or sending an email to info@nu-heat.co.uk.

Offering you the very best service

Stacey Callun Leave a comment

ICS

Nu-Heat recently participated in the UK’s largest benchmarking study with the Institute of Customer Service and the results show that our service is on par with (or even better than!) some of the most customer-centric companies in the country.

Feedback from our customers, collected independently by the ICS, gave us an overall score of 88.8 out of 100 on the UK Customer Satisfaction Index – an incredible result that shows everyone at Nu-Heat is committed to providing an excellent level of service. For comparison, other top scoring companies included Amazon with 86.6, First Direct with 85 and John Lewis with 84.9. Customers frequently described Nu-Heat as ‘professional’, ‘efficient’ and ‘reliable’ and our team as ‘knowledgeable’, ‘friendly’ and ‘informative’.

Nu-Heat is dedicated to continuously improving what we offer our customers, so even with this fantastic result we will carry on looking for ways to deliver an even better service. Every piece of feedback we receive – whether positive or negative – is logged on our system to help us achieve our goal of creating happy customers who are proud to own a Nu-Heat system. If you would like to leave us any feedback, give us a call on 01404 549770 or email us at info@nu-heat.co.uk. You can also leave feedback via our email footer – just select your chosen smiley to write your comments.

Customer feedback from July 2016:

 

“I’m very impressed with the attentive and professional attitude of all your staff.”

“Alec, my Account Manager, got a quote to me in super quick time so that we can progress the work. Thanks!”

“To say that we are impressed with Nu-Heat UFH would be an understatement. The guys fitting the UFH said that it is great quality. I have to say, the entire process was superb from start to finish. I am so pleased I chose Nu-Heat.”

“It is this kind of support that makes a company great.”

“Please send our sincere thanks to Holly for talking us through the options so clearly. We were very impressed with her knowledge. Also thank you to David for coming over to explain your systems.”