Screwfix is the UK’s largest multi-channel supplier of trade tools, plumbing, electrical, bathrooms and kitchens. The nature of the Screwfix operation means that understanding the customer experience at every touchpoint is essential in ensuring consistently high levels of service, and in identifying potential areas of customer frustration.
To achieve this, Screwfix undertook a Voice of the Customer (VoC) program with Confirmit. The program developed by Screwfix and Confirmit covers all touchpoints in its omni-channel business and has provided vast quantities of actionable insight that has driven strategic and tactical business improvement, including; cost reduction, company culture change and furthering insight. Screwfix now has excellent ‘net’ scores across its business and 9 out of 10 customers would recommend Screwfix to a friend.
“It is not just customer-facing activities where we’ve seen major improvements as a result of the VoC program. Employee engagement has also been improved, with managers from across the business engaged with the program and excited to get their latest feedback. In parallel, in the central Customer Insight team we are using data to develop our proposition and drive customer journey and experience improvements”.
- Andy Dingwall, Customer Insight Manager, Screwfix