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Background As one of the UK’s best-know and trusted brands, Hoover Candy Group products account for one in every nine appliances sold in the UK; proving the that the brand is a force to be reckoned with. With hundreds of millions of major and small domestic appliances sold to-date, Hoover has a comprehensive support system for consumers, centralised from a 120-strong workforce at Hoover’s contact centre based in the North West. Responsible for incoming enquiries for the Hoover, Candy and Baumatic brands, the department is committed to providing excellent customer service for its users. A new clearly defined strategy has allowed the company to strengthen its customer service offering and deliver on tangible results. Key achievements in 2018 – 2019 – Improved Trust Pilot score to 4 stars – 113 Contact Centre complaints against 1,363,818 contacts – less than 1% – Net Promoter Score was an impressive 82 percentage point for Q1 2019, as we continue to improve – Voted No 1 in TEQ service review in Q3 2018 – Preferred Service Provider at AO for the whole of last year and 1st quarter of 2019
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Delivering on a new strategy The continued improvement in Hoover’s customer service statistics has been delivered through the company’s 2020 vision, with a realignment of processes to become more efficient as well as reinvesting profits back into the business to enable changes to take place. At the heart of the Hoover’s new strategy is operational excellence including its customer service function. To better serve its customers, the company has realigned its on-the-ground customer service teams into one function. Best practice processes are now common-place amongst all five of its brands, ensuring each customer receives the highest-level of service. New stock and credit efficiencies has improved profit margins which the company has used to invest in comprehensive training and staff. A key hire and a driving force behind the change took place in April 2018, with the appointment of a new head of customer service operations, Angela Wallace. With experience spanning almost three decades, including leading customer service teams for British Gas, BskyB and Boohoo, Angela’s remit covers the customer service, spares, contracts, key accounts and training team and she reports to operations director, Andy Lane. She said: ‘The business is passionate about offering a great service and caring and listening to its customers, which is a perfect fit for me. ‘I believe that people do business with people, not companies and working with my team in Bolton I am confident we can deliver an exceptional service with a fully-engaged team. ‘My vision is to put my experience and passion into creating an outstanding customer experience through a switched-on workforce that will deliver incredible results for the business and to make Hoover Candy an industry leader in service.’ Achievements 2018/2019 has been a monumental year for Hoover’s customer service team. Through reinvestment and training, the team has been able to turn around Trust Pilots score from one to four starts. Broken down, 75% of reviewers rate the service as good or excellent, with 64% rating it as excellent. Within hours, each reviewer has personalised feedback and follow up to any issues arising. Standing its ground against multi-billion-pound companies, Hoover’s Net Promoter Score for 2018 was 72 percentage points, scoring higher than the likes of Aldi, John Lewis and Apple. Anything over 40 is considered to be good and a leading brand. Singing off the same sheet, each customer service operative has been trained to put the customer at the heart of the Hoover brand, and as such, the department has received just 113 Contact Centre complaints over the course of a year (2018). Handling 1,363,818 contacts, this equates to less than one percent and is a vast improvement on 2017. |