Top response rate

Window Ware has maintained its 100% same-day response rate, despite the surge in demand for its products, the company has reported.

Window Ware said its sales team “pulled out all the stops” to maintain a constant and responsive point of contact for customers by answering calls within four rings, and responding to emails the same day with the help of a new shared mailbox.

Window Ware MD Sam Nuckey said: “No matter where our teams are, whether it’s in the office or working from home, they’re still answering over 97% of calls within 10 seconds, and responding to all enquiries the same business day, and that dedication hasn’t changed, no matter what’s been thrown our way.”

She continued: “We continuously track a wide range of KPIs to accurately evaluate our customer service and operational performance. Things like order input and pick accuracy, number of back orders, otif, response rates and customer happiness all directly affect how customers feel about our service, and we’ve never stopped monitoring those over the last 18 months and beyond to ensure we’re meeting targets and going the extra mile for them.”

According to feedback, customer happiness has remained high: the average happiness rating for 2021 is 93.9%, with customers citing “very helpful on the phone”, “fast response” and “always responds to emails to keep me in the picture” as just some of the reasons for their feedback score.

Tony Nelson, procurement manager at Dekko Window Systems, said: “During the pandemic, we have been impressed with the business resilience they have built to protect and maintain service continuity to us. There are very few occasions that they have let us down during this time, which is testament to them, and has been essential for our business during these unprecedented times.”

Otif has been creeping back to pre-pandemic levels, hitting 96.4% in September.

“Given all the challenges we’ve faced in the last 18 months, it would have been all too easy to let our renowned service levels slip,” Sam said. “But that simply wasn’t an option. We know how much our customers depend on our products and services to keep their businesses moving. There’s no way we were going to let them down.”