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Vaillant Service Excels Again

Vaillant Group UK is incredibly proud to have won the Domestic and General Excellence and Quality award for its Service department for the second year running.

Domestic and General judged the work of Vaillant Service over a 12-month period and considered a range of metrics that included data on customer feedback, Net Promoter Score (NPS), and general performance. A score was awarded to Vaillant Service for work that was undertaken for Domestic and General, which covers around 70,000 jobs per year. When judged against similar criteria from competitors such as Worcester, Baxi, Ideal, and Vokera, Vaillant was a clear winner.

2020 has so far delivered a unique set of challenges for everyone, and the importance of ensuring Vaillant and Glow-worm customers have their needs for hot water met has been vital. Vaillant Service went even further than delivering the right service at the right time with maximum consideration for the health and wellbeing of its customers; it also offered free emergency repairs for key workers in the NHS, at a cost to the business of over £200,000. That support has continued with reduced fixed cost repairs for NHS employees.

Nick Bennett, Service Director, commented, “No-one can doubt that 2020 has been a really tough year for any business, but running a service operation in the heating business has presented exceptionally demanding challenges. We have worked extremely hard to ensure we remain available for those who need us the most, be they NHS key workers or the vulnerable. Against the backdrop of the uniquely burdensome issues we’ve faced during the pandemic, we’ve managed to retain this prestigious award from Domestic and General. I’m extremely proud of everyone in the team.”