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Screwfix wins customer experience award

Published: 27 March 2017 - Jenny Wonnacott

Kingfisher-owned retailer Screwfix has won an award for customer experience at the recent Retail Week Awards.

The Screwfix team were rewarded for the
The Screwfix team were rewarded for the 'tangible improvements' made as a result of the Simply Better Service initiative

Screwfix won the Teleperformance Customer Experience Initiative of the Year at the awards ceremony, which took place on March 9. The retailer was praised by 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. 

Screwfix's ‘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. 

Screwfix CEO Andrew Livingston said: “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.”


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