Graham Plumbers’ Merchant has launched its new ‘Tell Graham’ initiative, an evolution of the Graham Customer Score (GCS).
Tellgraham.com is the next step in achieving ongoing customer feedback; with customers being offered the opportunity to complete an online survey to rate the service they receive from their local branch. While Graham has been monitoring customer satisfaction via telephone interviews for a number of years, the introduction of a dedicated website means there is now an even greater scope for Graham to keep abreast of customer feedback and sentiment.
Many customers will have already received an emailed invitation to get involved. In local Graham branches, customers can also pick up a Tellgraham.com invitation card from the trade counter. All showroom and trade customers that complete the survey and leave feedback will be automatically entered into a monthly prize draw.
The survey is simple to complete, with customers being asked to rate Graham on overall satisfaction, the ease of service, the knowledge of Graham staff and whether they would recommend the brand to others. After this, the survey can take a few different routes – Graham showroom customers will be asked a different set of questions to trade counter customers, in order for Graham to understand all customers’ needs.
Dave Pollard, customer experience manager at Graham, said: “We are delighted to launch this new programme, and we hope this shows that Graham is always looking for innovative ways to put the customer first. By keeping a constant check on what our customers think of us and our quality of service, we can be quick to make changes or enhance our offer.”