Providing Great Service

Our aim is to provide outstanding customer service by selling a comprehensive range of flooring products at the keenest prices, supported by excellent store staff and, where required, by organising a high quality carpet fitting service. Every aspect of our business affects customers directly or indirectly and so every member of staff has a responsibility to consider the customer and we must see that policies, systems and procedures make sure the customer gets the best possible service at all times.

Our aims

• Our staff will be trained to serve our customers and handle any complaints.
• Stores will have sufficient estimators to ensure that customers can be visited at home at times to suit them.
• Stores will be accessible to disabled customers.
• All fitters will be independently assessed to ensure they give the best service to our customers.
• Customer feedback will be obtained, analysed and used to identify areas for improvement.

Our Progress 08/09

• Fitting - We have continued working with the Flooring Industry Training Association (FITA) to ensure that the independent fitters recommended by us are capable of fitting floor coverings to the standard expected by Carpetright. FITA provide an independent assessment of the fitters’ work and can assist with further training where necessary. Since the assessments started more than 2,000 fitters have been accredited, including fitters recommended by Storeys. The method of carrying out the assessments and training has been improved by the use of mobile training pods and this will mean an increase in the number of fitters trained and a decrease in the associated costs in the coming financial year.
• Store ordering – Our new EPOS store system is now live in all our stores in UK and ROI, thereby improving the ordering process.
• Complaints – A new monitoring system has been developed in our central customer services team enabling a more efficient flow of data and facilitating the faster resolution of complaints.
• The new system has improved the capture of data to such an extent that more complaints are logged than could be captured before. We are now monitoring complaints by type which will enable us to target specific areas within the business for improvements.

Our targets 09/10

• To continue to assess and train carpet fitters and implement an accreditation of solid wood and laminate fitters.
• To identify fitters for advanced fitting training to enable us to expand our offering in the building and contract fields.
• To introduce a customer survey asking for views on the level of satisfaction and service received.
• To integrate the handling of Sleepright complaints into the group system.
• To capture and collate customer complaints by type.