Heritage Bathrooms Sets Out Customer Promise in New Purple Standard Initiative

By Admin


20th Feb 2015

Heritage Bathrooms has set out its commitment to delivering an extraordinary customer experience to its retailers through a new initiative called The Purple Standard.

Introduced as part of Heritage’s continued pledge to deliver exceptional levels of customer service, the Purple Standard focuses on two key areas; product quality and customer interaction. In a dedicated booklet about the initiative, Heritage outlines clear benchmarks and KPI’s for delivery times, product returns, call answer times and abandon rates, and customer product training.  It also explains Heritage’s approach to resolving product quality concerns, working in partnership with manufacturing suppliers to ensure any issues are dealt with quickly and swiftly.

The initiative is being spearheaded by newly appointed Customer Experience Manager, Nina Harrington.  She says:  “The Purple Standard sets in stone our commitment to delivering extraordinary customer service levels. 

“We’ve listened to customers to ensure that we are delivering against their expectations and the final detail of the Purple Standard initiative was created in close consultation with key retailers to make sure that we get it right. While our KPI’s are ambitious, we strive to be the best and we are ready for the challenge.”

In its latest Customer Satisfaction Survey, conducted by an independent research company, Heritage scored top marks for easy order placing, product brochures, speed of delivery and product guarantees.  

Nina continues: “The Customer Satisfaction Survey asks our customers to rank us on a host of service and product criteria in order of importance to them.  We’ve used this as the basis for creating the Purple Standard so that we can ensure that we focus on doing best at what matters most to our customers.”

Heritage will be reporting regularly to its customers on how it is performing against its KPIs and promises to take whatever corrective action may be required.

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