Customer Service Award

Nominee Name: Worcester Bosch Customer Service Team

Company: Worcester Bosch

Supporting Statement

Worcester Bosch constantly strives to provide the optimum customer service, which is reflected in the feedback from TrustPilot and Which?

Worcester continue to invest in their Contact Centre and employ over 60 advisers. Worcester also offers industry leading opening hours to ensure reachability. Monday to Friday (7am to 8pm). Saturday (8am to 5pm). Sunday (9am to 12pm). The Contact Centre is open 364 days a year with the exception of Christmas Day, with accessibility via phone, email, post, through the Worcester website, Skype calls, or through social media platforms.

Worcester also have their own dedicated YouTube channel with helpful videos providing basic maintenance tips as well as short-term solutions in adverse conditions.
During the pandemic, Worcester Bosch launched The Safe In Your Home commitment, and has since been adaptable during the differing phases of the UK’s various lockdown measures, in order to continue to provide clear communications to enable installers and homeowners to feel completely safe during any essential home visit.
The SIYH will continue to be ever-present during the COVID-19 pandemic to help serve our network of homeowners and installers.

Another addition is the Virtual Tech Platform introduced earlier this year. This is the new video calling platform which enables installers to virtually speak to the technical support team in real time. The platform is simple to use – installers just contact the technical support and request a video call using Virtual Tech. The launch will offer installers the back up they need, in a way that feels like the technical support team are right there in the room.

Virtual Tech is a free platform open to all installers that call our technical support line and is available on both Android and IOS devices – no app is required.
Worcester have continued with their ‘Where’s my Tech’ service this year, where customers are sent a text message before their appointment with a web link which allows them to track their appointment, and where their engineer is, meaning they can plan their day round the engineer’s visit.

Finally, Worcester directly employ over 340 domestic service engineers, nationally. In 2021, Worcester engineers attended ~300,00 call-outs with a first-time fix-rate of 91%. Where a customer was without heating or hot water, Worcester were able to arrange a next-day visit in 92% of instances. Consistent performance has also been recognised with the Which award for the 11th year running.

Entry ID: 5571

Supporting Documents