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Nu-Heat’s installer service is not far off a perfect 10!

Nu-Heat recently commissioned a survey from Power Marketing, a specialist marketing and market research consultancy, to gain a better understating of how Nu-Heat is viewed by trade customers post-sale and to identify areas for improvement in customer service and product supply.

The survey was conducted over a six-month period and taken by 173 installers, including a mix of Nu-Heat Registered Installers and current purchasing plumbing and heating customers.

The results were very encouraging and showed that over a twelve month period 74% of installers made repeat purchases, with 31% of the 173 installers purchasing complete systems more than five times within the last year.

When rating individual aspects of Nu-Heat’s service, Technical Support came out on top, not far off a perfect 10, with an outstanding score of 9.91, with many installers noting that the level of technical knowledge possessed by the Nu-Heat team added value to the service they had received.  An average rating of 9 out of 10 was achieved for the overall service provided by Nu-Heat to trade customers.

“The technical support provided by Nu-Heat is second to none which is why I continue to work with them year after year.”

Reference is often made to the service and support we offer trade customers, so we are thrilled that 98% of those surveyed would recommend us to a colleague or friend, largely due to a positive company experience with Nu-Heat.

“I have been dealing with Nu-Heat for a decade and they have always been excellent.”

Nu-Heat would like to thank all those who completed the survey; the information has been invaluable in terms of the on-going development and roll-out of the company’s installer strategy. 

Moving forward Nu-Heat will continue to obtain feedback from its key customers.

 “I recommend Nu-Heat because of their excellent product knowledge and integrated solutions.”

“Nu-Heat is a much organised company; they’re great to deal with.”

“Nu-Heat is a professional service with good quality products and clear and concise manuals.”

“Nu-Heat’s full design service makes every job nice and easy!”

State-of-the-art telephone system for Nu-Heat

In order to build on its great reputation for customer service, Nu-Heat has invested in a state-of-the-art telephone system. In a company that received well over 50,000 calls last year, the ability to manage them more efficiently will be a great asset that is bound to have a positive impact on waiting times.


How does it benefit customers?

The new system has an automatic alert to individual account managers to tell them they have another customer holding on the line and exactly who it is. It also allows straightforward telephone conferencing, so that the customer and several Nu-Heat staff can be involved in a single conversation, which will speed up communication between departments.


When a voicemail is not picked up for a period of time the message will automatically escalate to another member of the team; it can also be forwarded to an email if it needs to be redirected to another person or recorded on a customer record.


Nu-Heat will now be able to connect office phones to staff home computers, which offers improved flexible working arrangements, especially helpful during bad weather and over the Christmas holiday period.



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