Of almost 500 retailers and merchants polled across the UK, 74% recorded the same or better satisfaction score than last year, accompanied by a year on year increase in scores for customer loyalty. The areas that BCG scored most highly on were breadth and quality of product range, reliability and speed of next day delivery, and helpfulness of contact centre staff. 

Simon Macklin, Customer Service Director for BCG, said: “We are generally pleased with the response, both in terms of the number of respondents and the quality of the information it has enabled us to extract.

”This is the second year that we have run the survey in this format to identify whether customers feel loyal to us as a business, because we believe that brand loyalty is an even better measure of how we are doing than purely taking a Customer Satisfaction indicator on its own. The good news is that we saw a shift in the proportion of respondents that gave us the top ‘9 or 10’ score for loyalty. At the same time, the proportion of customers giving a low loyalty score of 6 or below reduced significantly.

“The headline figures show that BCG’s customers are increasingly satisfied with the service and are becoming more loyal to the business as a result of the various improvement initiatives that we have put in place over the past year. However, there is still a great deal of work to be done to make sure we maintain and strengthen our position so that the results are even better next year.”

For further information visit www.bcgxl.co.uk       

Notes to editors
BCGXL is the new brand name for Broughton Crangrove Galley Matrix. BCGXL is the UK's leading distributor of bathroom, kitchen and heating products servicing independent retailers and merchants. Offering around 36,000 catalogue items from names such as Ideal Standard, Bosch, Neff and Worcester including others, ordering is easy and all orders received by 3.30pm each day in most cases will be dispatched for delivery the next working day.

Press enquiries     
Jon Gardner, BeyondPR. Direct line 0114 275 6996. Mobile 07930 697773. e-mail: jon.gardner@beyondpr.co.uk

Ref: BCGXL001 – Customer Satisfaction 2008
www.bcgxl.co.uk