Customer Service

The Acorn Insulation custer service charter is a three-tiered approach:

1. A customer service key performance indicator branch chart.

2. A buildbase customer service charter leaflet.

3. Customer comments cards.

The key performance indicator branch chart is a working document, designed for display at every branch so that staff can record and measure different aspects of customer service including: telephone response; administrative accuracy; delivery service; stock range and depth; collection service; housekeeping which includes a checklist of different actions.

Located in the sales office at each branch the chart visibly monitors improvements on a month by month basis. The aim is to achieve a common standard however, as each branch faces different challenges, managers strive to make improvements within their own parameters.

The Acorn Insulation customer charter leaflet has purposely been based on the BMF’s industry leaflet. Acorn Insulation believes that by adopting the standards set down by the industry’s most respected representative body, it gives greater weight to the charter. As the principal national merchant within the BMF, Acorn Insulation takes its responsibilities seriously, adhering to the industry’s accepted standards of customer service.

Copies of the customer comments card are prominently displayed on Acorn Insulation branch counters, giving customers – both trade and the public – the opportunity to advise directors to examples of poor and good service. Rather than fearing complaints, Acorn Insulation welcomes feedback so that changes can be made. To date the number of cards giving compliments has outweighed those with complaints.