Nov 2011:
TB Mackay Honoured Once Again for Outstanding Customer Service
Domestic & General’s annual TEQ Award provides a unique insight into customer care and service standard in the domestic heating industry..
TB Mackay has once again demonstrated their commitment to customer service, being recognised in Domestic & General’s Total Excellence and Quality (TEQ) awards for an outstanding ninth time.
Ever since their inception in 1997, the TEQ Awards have played a significant role in driving forward service standards throughout the repair industry. The awards are based on feedback from 420,000 post-repair questionnaires distributed each year by Domestic & General. About 40% of those contacted returned completed questionnaires, making it the UK’s largest independent survey of repair standards on domestic appliances.
Domestic & General then returns this feedback to our service partners, allowing them to gain an invaluable insight into every aspect of their customer service. This starts from the very moment the customer calls the helpline and their problem is politely dealt with, through to the efficient and courteous home visit from their engineer.
TB Mackay embodies this commitment to continuous improvement. Established in Edinburgh for over 75 years, the firm has grown to employ ninety staff and now runs a valuable apprentice scheme training the next generation of repairers. Recently the company has invested time ensuring staff are trained to expert level in renewable energy appliance installation as this area continues to grow.
TB Mackay takes their customer service extremely seriously. They constantly evaluate every aspect of their customers’ experience – from initial call or email, to completion of the repair – to ensure that all procedures are further improved, wherever possible.
Sean Doherty, Director of TB Mackay said, “”We are delighted to have been awarded the Domestic & General TEQ award once again this year. We work hard so that our customers can have faith in the service we provide, and it means everything that they have so publicly recognised our efforts.
Lawrence Harrison, Service Director of Domestic & General is delighted at TB Mackay’s success, and also the influence that the TEQ awards have within the industry. “We first started these awards because we wanted to know the areas where we could provide an even better service for our customers. We could never have imagined how successful, and important, they would become.
Over the past 14 years our work has been so successful every manufacturer and repair contractor as a crucial source of research and understanding into their customers’ attitudes towards their service, and enabled them to make a range of improvements .Congratulations to TB Mackay for all their hard work and success to date. We are proud to work with you.”
Jan 2010:
T B Mackay of Edinburgh Voted Number One in the UK at National Customer Service Awards
Edinburgh based heating and plumbing expert TB Mackay Energy Services Ltd has come first in the UK for customer service at the 2009 Total Excellence and Quality (TEQ) Awards. This award highlights TB Mackay’s continued focus on providing excellent customer service and is the eighth time the company have featured at TEQ. The TEQ Awards, now in their 12th year, provide a clear insight into customer care within the repair industry, examining the complete repair process from call handling through to efficiency and courtesy of repair agents.
This year the Awards are bigger than ever with results based on feedback from over 420,000 questionnaires sent post repair by appliance plan specialists Domestic & General. This award is extra special as the company has gone one better from their position of runner-up in 2008. TB Mackay has been established for over 75 years, taking care of electrical, gas and plumbing repairs for customers across Edinburgh and its surrounding areas from their Granton Road base. The firm employs 90 staff and runs a valuable apprentice scheme training the next generation of repairers. Recently the company has invested time ensuring staff are trained to expert level in renewable energy appliance installation as this area continues to grow.
Company Director Sean Doherty commented on the win “We are delighted to feature at the TEQ Awards this year and even more so to have won after coming so close in 2008. We have invested time training our staff and feel that in the current climate it is more important than ever to look after customers. I would like to thank everyone that took the time to vote – this has really proved the commitment we have to our customers and staff is worthwhile.” TB Mackay Energy Services Ltd covers the city of Edinburgh and its environs from its offices in Granton Road. **D&G Heating Network Manager Joanne Auld with Ian Crighton of TB Mackay.
