Customer Experience team growth at Endurance Doors

Following its appointment of James Hayes as its new Head of Customer Experience in September 2024, Endurance Doors has now increased the size of its Customer Experience team by 20%.

Stephen Nadin, Chief Executive Officer at the Endurance Group, explained more. He said: “Historically, the customer experience we have offered our installer partners and the homeowners who choose our products hasn’t fully reflected our aspirations as a market-leading, consumer orientated brand.

“James was recruited to address this and part of his brief has been to define customer experience excellence before driving the necessary actions to achieve it.

“The addition of the new team members to our Customer Experience team reflects this. It fills an identified gap in resources and will help us to fulfil a strategy to deliver a truly world-class customer experience within the next two years.”

Providing the ‘ultimate customer experience’

Endurance’s ongoing investment into ensuring the ultimate customer experience is said to stem from a commitment to creating further differentiation for its offer and to meeting its customers’ needs with a complete package, which includes more than simply premium quality products.

The Customer Experience team is reportedly active across every touchpoint homeowners and installer partners have with the business. It can assist with everything from order enquiries and technical advice through to after sales support. The team aims to resolve any requests within 24 hours and after being contacted just once.

As well as its day-to-day remit, the Endurance Customer Experience team is also responsible for implementing longer term improvements. This entails identifying any trends or repeat issues in customer queries before implementing positive changes to systems, processes and products to eliminate the root cause.

All of the additional colleagues recruited into the Endurance Customer Experience team have demonstrated the ability to share the business’ core values of P.R.I.D.E – standing for People, Responsible, Integrity, Deliver Results and Evolution.

Further investments

Endurance has also made recent and further investments into staff training to multi-skill team members and ensure greater flexibility, enabling it to quickly pivot resources and support in line with fluctuations in customer demands.

“Endurance attaches significant importance to delivering an exceptional customer experience because we understand its value and the genuine commercial benefits it can deliver” said Stephen.

“By ensuring we handle requests, issues and complaints from our installers and their homeowner customers, quickly and efficiently, we ensure higher levels of satisfaction.

“This creates a self-perpetuating sales tool in our success. It contributes to a stronger reputation which gives prospects an additional and compelling reason to choose our products and the services of our installer partners over those of our competitors.

“As a prime example of how potent this can be, we have seen a notable increase in leads and orders thanks to our rating on Trustpilot where 87% of almost 3000 reviews award us five-stars.”

A key milestone

James Hayes, Endurance’s Head of Customer Experience, added: “The expansion of our Customer Experience function is a key milestone on our roadmap to customer experience excellence.

“The team is actively engaged in a LEAN learning journey and we are continuing to seek out opportunities to remove inefficiency, reduce friction and create more value at every touchpoint.

“In order to deliver world-class service that sets us apart not just in our industry but across every industry, we know we must start by making things easier for our customers.”

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