Thumbs-up for stairways customer service

Stairways Thumbs-up for stairways customer service

Satisfaction levels for the service customers receive from Stairways Midlands continue to exceed targets, according to latest data.

The business invites regular feedback from customers to ensure products and services are constantly reviewed to see where success should be celebrated as well as where improvements could be made, benchmarking against tough performance targets.

And results for February and March 2021 show that, in all areas, the service delivered is something to be proud of.

Highlights include:

  • Efficiency in dealing with call-off is exceeding targets in the last two months, with an average 90% satisfaction rating overall
  • Dealing with estimating enquiries on both stairs and doors carried 90% to 100% satisfaction rating across both months
  • 100% of those who responded to the question said they would recommend Stairways and/or use them again for both stairs and doors.

However, responding to some enquiries on time was identified in February as an area for improvement, despite customers still saying they would recommend the service from Stairways Midlands.

Lisa Harris, Group Compliance Officer for Stairways Midlands, said: “Getting as much feedback as possible is really important to help us monitor performance against targets, celebrate where things are going well and identify where we can improve.

“We review feedback monthly. It helps us shape the future, investing in new products and improved designs, continuous improvement, and maintaining high levels of service delivery.

“We are very proud of the figures so far this year, as well as the more personal comments we received, but are not resting on our laurels and continue to use the data to help us make business decisions for the future.”

Specific customer comments included:

  • “Very good, deliveries going well. Love the three-week lead time. Perfect!”
  • “Good service, especially now three-week lead time.”
  • “All staff very helpful.”
  • “Very pleased with the customer service. Keep it up!”

The feedback is discussed by the management team each month, with specific actions prioritised. The work is underpinned by Stairways Midlands’ ISO 9001 accreditation.

Stairways

Author: Stairways

Stairways, founded in 1989, has grown to become one of the UK’s largest manufacturers of carpentry and joinery products. Stairways now boast three state-of-art facilities that offer over 85,000 sq ft production capacity. Stairways goal is to raise their profile and brand awareness to become known throughout the industry as the UK’s leading staircase and door solution provider.

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Commitment

As a highly reputable firm within the industry, Stairways are dedicated to meeting their client’s product and application requirements. All materials used are manufactured to the highest quality and meet the relevant standards achieving ISO9001, FSC®, and various product certifications, whilst their staircases and door solutions are manufactured with compliance to UK building regulations & legislative standards in mind. Using the knowledge, passion, and experience acquired across all team members over the past thirty years, Stairways aim to continue to be the best in what they do.

THE FUTURE

Stairways are continuously looking for opportunities to improve and expand their service offering; this includes the investment in new machinery to further enhance and innovate the manufacturing process, with the aim to shorten lead times and increase overall in-house capacity. The changes Stairways employ are always focused upon improving the customer experience, to ensure their process remains as efficient as possible from start to finish.

THE HISTORY

Privately owned and managed since it was founded in 1989, Stairways has grown to become one of the UK’s largest manufacturers of carpentry and joinery products. Starting as a small staircase manufacturer, Stairways now boast three state-of-art facilities that offer over 85,000 sq ft of bespoke and mass production capacity.

RESIDENTIAL

Stairways are passionate about helping national and regional housebuilders, architects and contractors complete large-scale project requirements within the residential sector. Stairways quality timber staircases and door solutions are often specified due to their functionality, flexibility and ease of installation, whilst offering peace of mind compliance.

STUDENT ACCOMMODATION

Stairways are the perfect supplier of FSC® accredited range of door solutions. Offering a range of door and frame finishes, acoustic, fire and smoke resistant configurations that are ideally suited for heavy traffic student accommodation. Their vast experience with producing high-quality door solutions for a wide range of projects ensures that they consistently meet and exceed expected timescales, specification and performance requirements.

Leisure

Choose from Stairways variety of opening systems within the Eco-Mercial range to best assist with functionality and performance requirements. Our vast experience with producing high-quality door solutions and staircases for a wide range of projects ensures that we consistently meet and exceed expected timescales, specifications, and performance requirements.

Education

Choose from Stairways variety of opening systems within the Eco-Mercial range to best assist with functionality and performance requirements. Our vast experience with producing high-quality door solutions and staircases for a wide range of projects ensures that we consistently meet and exceed expected timescales, specification and performance requirements.

Commercial

Stairways provide innovative design and finishing solutions to architects, specifiers and contractors. Our FSC® accredited range of door solution and staircase products are ideally suited for heavy-duty applications within the commercial sector.

Hotels

Stairways are one of the leading manufacturers of doors, door sets, and door solutions. Their door solutions for hotels and leisure facilities meet and exceed all the relevant safety and performance requirements, whilst achieving the relevant aesthetics in keeping with the building design.

Medical

Stairways are the perfect supplier of FSC® accredited range of door solutions. Offering a range of door and frame finishes, acoustic, fire and smoke resistant configurations that are ideally suited for heavy traffic medical facilities. Their vast experience with producing high volume, high-quality door solutions that consistently meet and exceed expected timescales, specification, and performance requirements.