T.B. Mackay Honoured Once Again for Outstanding Customer Service

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Domestic & General’s annual TEQ Award provides a unique insight into customer care and service standard in the domestic heating industry. T.B. 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 sixth 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.

T.B. 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.

T.B. 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 and to ensure that all procedures are further improved, wherever possible.

Sean Doherty, Director of T.B. 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 T.B. 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 T.B. Mackay for all their hard work and success to date. We are proud to work with you.”