Trade Plumbing Explores Customer Satisfaction Levels in the Home ...

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The home improvements sector is one that has long been subject to consumer criticism, however recent research has suggested that a high level of this feeling may be unjustified. In a report prepared by the Office of Fair Trading by TNS- BMRB, nine out of ten people reported being completely or very happy with work carried out on their home. Covering a range of internal and external services such as plumbing, kitchens and bathrooms, decorating, roofing and guttering, the survey took into account levels of satisfaction across aspects such as value for money, professionalism, quality and time management.

Perhaps the most interesting revelation however, was the way in which people dealt with any problems that arose. Only 42% of consumers who reported having experienced a problem asked the company involved to re-do some or all of the work carried out. Whilst 17% submitted a complaint directly to the business, just 3% contacted a third party about the matter. Specialising in bathroom and kitchen plumbing supplies and based on the principles of customer satisfaction, Trade Plumbing were naturally inspired to explore what could be done to better deal with these issues.

Those considering home improvement work would be well advised to approach a company with a solid reputation and adequate experience in the field. Dealing in the area of bathroom and kitchen plumbing and heating for more than 40 years, Trade Plumbing has worked hard to build a trusted brand and recommends researching all prospective providers thoroughly before reaching a decision.

In order to avoid the types of problems cited by those in the study, such as poor quality of work, delays and the use of sub-standard materials, it is important to look towards a company?s dealing with the public. The team at Trade Plumbing firmly believe in strong, long-term customer relationships, which is why they rely on products from the best suppliers in the business. Being an independent retailer, the firm is in an ideal position to find bespoke solutions for a range of bathroom suites. Though their range is constantly expanding, if they don?t stock a particular item requested, they will always do their best to source it and their friendly and helpful staff always strive to respond to any queries or problems as soon as possible.

From consumer interviews which were also carried out for the report, it was suggested that where problems did surface, if these were dealt with promptly and efficiently, this was unlikely to have a negative impact on overall satisfaction.

One area of the report which did appear to show cause for concern however, was that consumers often do not possess the confidence or knowledge necessary to raise issues effectively, with awareness of consumer bodies being low. Whilst minor problems are best sorted directly with the company in hand if at all possible, significant issues may require further action.

Those concerned that their rights have been severely breached would be well advised to seek clarification from an organisation such as the Office of Fair Trading, the UK?s consumer and competition authority. The OFT provides a Guidance on Unfair Terms in Home Improvements Contracts, which covers a variety of work and supply including double glazing, kitchens and bathrooms. Created to help suppliers in the sector meet the requirements of the regulations, the guide states that companies should provide fair and open dealing at all times, and places prominence on transparency, explaining that standard terms must use plain and intelligible language.

Whilst it?s really encouraging to see that nine out of ten people are satisfied with their home improvement work, the emphasis now is to work on a better resolution for those who aren?t.

Source: http://www.thisistotalessex.co.uk/Trade-Plumbing-Explores-Customer-Satisfaction/story-17435123-detail/story.html

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