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- Fantastic Service
- Open 7 Days a Week
Customer Survey 2022 - The results are in!
Firstly yet another massive thank you to everyone who took the time to complete our recent survey, the response was phenomenal and we're fully committed to using the information we received to continue to even further improve all aspects of our service and product range.
Without going too much in to detail, here is a quick summary of what we learned from your responses:
- We had an overwhelmingly positive response to all questions relating to pricing, customer service, product quality and availability, our courier services and deliveries and how we pack your orders. In fact, we were blown away to see 100% of respondents would recommend us to others (with over 90% strongly agreeing to this statement!) so thank you so much for your support and letting us know we've been doing a good job so far!
- We had similarly very positive responses to questions relating to our opening hours, weekend opening, order cut-off times, UPS and DPD Pickup services and a range of other smaller aspects of our service that add up to a very positive picture overall so we're again hugely pleased with these responses.
- We also learned that while our website is proving exceptionally popular, easy and quick to use and features a good range of products, an overwhelming majority are still strongly in favour of a physical, printed trade catalogue so we will continue to produce our annual catalogue and focus on how we can refresh it and improve it even further next year.
- Finally, the most important thing we learned was that price and product availability are the primary factors when you decide where to order your spare parts from, with customer service also extremely important. We will continue to focus all of our efforts on keeping prices as low as possible, ensuring we have strong stock levels during peak periods and continue to stress to our whole team the important part they play in offering the best all round service we possibly can.
There were a few areas that received strong positive responses, however we believe we can improve even further:
- There is a demand for us to offer a wider range of products, particularly tools, equipment, consumables and, to a lesser extent, commercial spare parts. We are already in discussions with our supplier partners and hope to bring new products and ranges to our product lineup over the coming months.
- Similarly, there are some manufacturer's products we don't currently supply much of, namely Sentinel, Adey, Wilo plus a few others. Again we are already making enquiries and looking at introducing products from these manufacturers in future.
- There is also demand for more short-term promotions and quantity price breaks for popular products. We've always shied away from this previously as we have always offered every trade customer the same prices regardless of any other factors, however we have seen from the survey this king of offering would be welcomed by our customers so again it is something we are already looking in to introducing where possible.
- Just two other minor things we believe we could improve on as part of our overall service - communication regarding returns and refunds could be made more frequent and we've already made some small changes to provide better updates in this area, plus we'll be looking at updating some of the images and product descriptions on our website to provide a better picture of what is currently being supplied.
The biggest thing we saw from the results of our survey though is that our customers are very strongly in favour of being rewarded for their loyalty to us. This is an area we've discussed internally for a number of years now but not something that's ever got off the ground as we've continually focused all our efforts on offering the best service, products and pricing we possibly can since the company's inception. While these will always remain our absolute top priorities, we have listened to the feedback and we are already in the early stages of coming up with a system to reward the loyalty our customers continually show us. This will be a major project and will take time to make sure we get it right so we appreciate your patience while we're working in the background, however this has already become an important focus and we hope to have further news in the coming months.
Thank you all once again for your responses, lovely comments, positive feedback and, of course, continuing to choose us as your primary supplier for heating parts, tools and consumables. We really do appreciate each and every one of our customers and will continue to do all we can to offer consistently excellent service all round.
Have a great day! Team HWOS.
