Screwfix wins customer experience award

Leading omni-channel retailer Screwfix, based in Yeovil, has won the Teleperformance Customer Experience Initiative of the Year at the Retail Week Awards on 9 March 2017.

Deemed the most prestigious awards event in the retail sector, the Retail Week Awards recognises and rewards best-in-class performance amongst UK retailers.  

Screwfix’s focus on efficiently meeting the needs of busy tradespeople saw it take home the coveted Customer Experience Initiative of the Year Award at this year’s ceremony in London.  The retailer was praised by the judges for its ‘Simply Better Service’ initiative, which drives constant customer service improvements across all business channels including in store, over the phone and online. 

With a network of over 500 stores across the UK, Screwfix opens a new site at a rate of one per week.  Alongside this significant growth, the retailer continues its focus on delivering fantastic convenience for its customers.  The ‘Simply Better Service’ initiative took a look at customers, store staff and behind-the-scenes systems to understand and develop new procedures to enact higher standards of convenience for time-pressured trade customers. Changes brought about as part of the initiative include longer operating hours for stores inside the M25 and quicker transaction times in store.     

The judges praised the tangible improvements made as a result of the initiative. They also applauded Screwfix for continuing to deliver outstanding service to its core professional customer base and its holistic and seamless operation. 

Andrew Livingston, CEO of Screwfix, comments: “Winning this award means a huge amount to everyone across the business.  It shows how we continue to put our customers first, which is our core objective.  We understand how time is money for our trade customers, so we’re here to help them get their jobs done quickly, affordably and right first time.

“This award is focused around how a retailer keeps its existing customers happy which is really important to Screwfix.  This is why we continue to expand our store network to bring Screwfix even closer to tradespeople.  Keeping our customers happy is also the reason behind our industry-leading services like Click & Collect in as little as one minute, our 24/7 contact centre and next day delivery seven days a week.

“A Retail Week Award is very prestigious and we’re delighted to be recognised in this way and thank all our staff who have delivered the best customer experience to enable us to win.”

Source: Insight DIY & Screwfix PR

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