Customer care ranks top with kitchen installers

Customer satisfaction and care are top priorities for kitchen installers, according to new data.

New research from worksurface manufacturer Maxtop Quartz revealed that kitchen installers rated customer satisfaction above ease of work and time spent on the job.

When selecting a material, manufacturer or brand, 78% of installers said the durability of the worktop was the key factor, closely followed by the comparative quality of the materials used. Almost three-quarters (72%) ranked this among their top considerations.

Maxtop managing director Stephen Moss said: “Having worked with installers and tradesmen for many years, we’re well aware that those in the industry really care about what they do and how happy customers are at the end of it.

“While sometimes there can be a public image of tradesmen wanting to come in, get the job done and leave as soon as possible, the results of our research have completely contradicted this. The highest ranking criteria behind why installers recommend a certain material or brand are not ones that impact how easy and timely the job is for them, but those that affect customer satisfaction and lasting quality of the surface.”

When taking into consideration cost and ease of fitting, durability, quality and the colour ranges and styles available to the consumer were the top three factors.

Moss added: “There’s a plethora of factors to consider when recommending surfaces to customers and even things like ease and speed of fitting can have an impact on overall satisfaction, especially when working to a tight timescale. However, there’s no doubt that the lasting quality and durability of a kitchen surface is of utmost importance to consumers and installers alike.”


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