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Survey Results Show a Premium Customer Service by Thermoseal Group

09-10-2019 04:17 PM CET | Industry, Real Estate & Construction

Press release from: Thermoseal Group

Sam Hill, Head of Marketing and Communications

Sam Hill, Head of Marketing and Communications

It is easy to see that it’s not just Thermoseal Group’s award-winning products that keep its customers happy. The outcome of the Group’s 2019 Customer Satisfaction Survey has been outstanding, with 96% of customers rating their overall experience with Thermoseal Group as Excellent.

With now 40 years supplying to the glass and glazing industry offering an ever-growing range of over 2,500 insulated glass (IG) components - most of which are now manufactured by the Group in the UK - Thermoseal Group supplies to customers in over 27 countries across 5 continents.

Its UK and Export Customers were given a short Customer Satisfaction Survey requesting a rating on the service that they receive from all contact with Thermoseal Group. The survey also included a series of questions prompting feedback on its teams, product offering, as well as an indication of what customers would like to see from Thermoseal Group in the future. The survey was completed by approximately 10% of the Group’s customer base offering a representative sample of UK and export customers being serviced by all of its UK depots.

The Group’s Head of Marketing and Communications, Samantha Hill, tells us: “It’s always great to see the results of the customer survey and like every other survey I have seen in my years at Thermoseal Group, this one didn’t disappoint. With comments like “1st Class Service All Round” and “The knowledge of the sales team is second to none” or perhaps my favourite this year “Amazing Company; can’t fault anything; well done to you all as 10 years ago you were tiny and now are massive. Great work!”

“We have an enviable customer retention rate here at Thermoseal Group and a good solid growth in business from new customers. To ensure this, we monitor customer service on a daily basis and our Customer Relationship Management System provides full details and statistics so that our teams can drive to ensure that if we get it wrong, like everyone does at times, then we put it right as quickly as possible. We are also continually driving to improve our overall customer service offering.

“Since the last survey was conducted in 2017, we have seen the installation of a new order tracking and delivery system at Thermoseal Group which is the final stage of our 5-year plan to achieve paperless sales order processing and a system which ensures a first-class service.

“The 2019 Survey has reinforced our confidence that our customers appreciate our paperless system with comments like “Delivery method of invoicing is excellent” and “Service and delivery are perfect”. Following the implementation of a Centralized Production Control System, then a Bar Coding System as well as an earlier-installed customer e-Order Confirmation System, customers now receive continual order and delivery updates and all documentation is delivered with minimal impact on the environment. We can also now track our own-manufactured products - 55% of those we supply - back from customer to raw material.

“We also launched a new website earlier in the year, which saw comments like “Super new look”, “Very user-friendly” and “Easy to search and identify products and a good source for product information”. In addition, 71% of respondents offered to trial our imminent E-Commerce system prior to launch. We will be in touch with those respondents!

“I’d like to say a big thank you to all those customers who completed our Customer Satisfaction Survey. We have a multitude of suggestions for additions to our product range and some excellent feedback on how we can meet our customers’ future requirements. If you highlighted something we need to develop or improve on, then we’re on the case.”
As a thank you, Thermoseal Group entered all respondents into a prize draw. The two main Prize Draw winners were presented with an Amazon Echo Smart Speaker with Alexa Control and runners up were presented with a Champagne Prize.

Contact Thermoseal Group on 0845 331 3950 or Intl: +44 (0) 121 331 3950. Alternatively, visit www.thermosealgroup.com or e-mail us on sales@thermosealgroup.com.

Thermoseal Group Ltd
Gavin Way
Nexus Point
Off Holford Drive
Birmingham B6 7AF

Our business is the largest specialist IG component manufacturer and distributor in the UK supplying over 2,000 components and a wide range of Thermoseal Group Equipment (TGE) for manufacturing IG sealed units.

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For further press information or photography please contact Samantha Hill on +44 (0)121 331 3976 or sam.hill@thermosealgroup.com and quote reference number 168.
Editors Notes:
1) As published in the ninth annual Sunday Times HSBC International Track 200 league table, Thermoseal Group, has been ranked no.41 in the league of businesses with fastest-growing international sales.

Our accolades have been coming in thick and fast over the past couple of years, including: the latest Glass and Glazing Industry’s prestigious G18 Award for ‘Customer Care Initiative of the Year’. This followed the G-Awards ‘Derek Bonnard Award for Excellence 2017' for service to the industry; our prided Queen’s Award for Enterprise – International Trade 2017; our prestigious 'Amazon Growing Business Award - Export Champion of the Year'; the 'Wigan Business Award for Export', and the EEF Future Manufacturing Award for the North West Region for Export. Prior to this we also won the award for ‘Component Supplier of the Year’ two years in a row, as well as the G-Award for ‘Training and Development Initiative of the Year the previous year.

It was also a great achievement to be shortlisted for various other awards including: the Wigan Business Award for Apprenticeship of the Year', the EEF National Future Manufacturing Award for Export and the Insider International Trade Award for Emerging Exporter.

2) Thermoseal Group Limited is - Dedicated to Insulated Glass. It is the largest specialist insulated glass (IG) component manufacturer and distributor in the UK, supplying over 2,500 IG components including the largest combined sales volume of spacer bar sold into the UK market. The Group also supplies a wide range of glass manufacturing machinery produced by its expert engineering team with the skills and facilities to design and build machinery tailor-made to customer requirements. With over 40 years of experience working in the window industry, the Group has invested in excess of £5 million to turn its hand to large scale manufacturing of warm edge spacers (both flexible and rigid), as well as injection moulding bespoke fittings in-house. Perma Led adhesive lead strip is also manufactured in-house.

Thermoseal Group now has its own Innovation Centre dedicated to developing and testing high quality thermally efficient and IG manufacturer-focused products. It is the only UK IG component supplier with its own EN1279 testing facility.

As a member of the Glass and Glazing Federation (GGF) and Bundesverband Flachglas (BF), Thermoseal Group is dedicated to helping to improving standards and helping to shape the future of the insulated glass industry.
Dedicated UK teams provide a bespoke service from local depots nationwide. European sales are directed through the Group’s European sales team, as well as a worldwide network of sales agents.
www.thermosealgroup.com is a fully interactive website with mobile platform providing downloadable product information, catalogues, industry information and an online enquiry and service support facility.
3) Insulated Glass Components supplied by Thermoseal Group include: Spacer Bar and Accessories (Thermobar Warm Edge, Thermoflex Warm Edge; Aluminium, and Steel); Gas fittings; Georgian Bar and Accessories; Molecular Sieve Desiccant; Decorative Lead, Bevels, Films and Accessories, as well as Sealants and Integrated Blinds (residential and commercial). Glass machinery includes: Gas filling machines, hot melt extruders, edge deletion machines, production lines and most other equipment for sealed unit manufacturing.

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