Garage Support 7 July 2020

Your Feedback

A big thank you to those of you who recently took part in our recent email customer survey – it was great to get your feedback and understand where you’d like us to focus our support. 92% * 87% * said their local branch teamhave comprehensive technical knowledge 78% * found these newsletters useful during the pandemicavailable What you want to see The survey was also a useful way to understand more about where we can improve. You told us the areas you’d like to see us work on are: *Of 840 customers surveyed. said they were satisfied with the range of parts available

Visits Face to face contact has obviously been a real challenge in light of the current situation, so we wanted to reassure you that (new) normal services will resume in the coming weeks! Our number one priority has always been the safety of both our customers and colleagues and we’ve been working behind the scenes to make sure we can get back to our visiting schedules as quickly and safely as possible, so you’re getting the level of interaction you need with your key contacts. Adhering to strict safety measures, pre- booking visits and maintaining social distancing will all be part of our accounts team’s working day moving forwards. Keep talking to us

Deliveries Like many businesses across the world, we had to adapt quickly in the early stages of the pandemic to make sure we were able to keep our customers moving. This meant some of our branch network rerouted orders and drivers to mirror the demand across the country, and you may have experienced a change to your normal delivery patterns as a result. Now things are slowly returning to normal, we have been able to readdress the balance, returning more drivers and warehouse colleagues to picking and dispatching your orders. We’re working hard on making sure our teams can deliver to you as quickly and as safely possible to meet our SLAs in this new normal world.

We’ll keep you posted as we continue to make improvements in these areas, and we’re very interested to keep hearing your thoughts too. Keep your eyes peeled for our next customer survey which will be sent out to through email in the coming weeks. Tell us your thoughts and you could be in with the chance of winning a £500 tool voucher!