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2018 – A year of fantastic customer service.

3 January 2019

With many milestones crossed last year alone one of the biggest highlights has to be our achievements across customer service.

With an average customer satisfaction score of 9.5/10 and a net promoter score of 86 we are truly up there with the best of the best. A net promoter score is used to gauge a customer’s experience and their loyalty to the formed relationship, anything over 70 is deemed as being ‘world class’ (Apple’s net promoter score is 72).


Accompanying such high scores has been some outstanding feedback and with hundreds received over the last 12 months we’ve managed to narrow it down to our top 5 comments:

“One of the best pieces of work we have had done in our fifty years of home ownership. Our fitter was the perfect craftsman, very pleasant in his manner and caused us no inconvenience.”

“I never give 10 points as you have nowhere to go. This was the exception. Totally professional service and warmth of a family run business – excellent.”

“We are thrilled with the work done in our bathroom and shower room. The workmanship was faultless and we had excellent customer service throughout the project.”

“We would like to take this opportunity to pass on thanks to our designer / surveyor for his help & advice in choosing the layout, and our fitter who was very friendly, professional, consulted us on all aspects and did a brilliant job. The office were always helpful and friendly. An outstanding service from everyone every time.”

“My experience of this company has been excellent from start to finish. Having lost my husband to 4 years ago I always find it daunting to take on such a huge renovation. The support from my surveyor when designing and planning my new bathroom was faultless, he made sure I knew all the options and gave his opinion when I asked for it. The fitter was also brilliant. Such a talented man, working relentlessly to ensure every detail was sorted. I have had a great experience, I love my new bathroom and would recommend you every time. Thank you.”

With over half a centuries experience behind us, and what’s remained with us since the very beginning, is our drive, determination and focus on delivering a fantastic customer experience each and every time – you can read more comments here.

To close 2018 was a fantastic year for us and we plan to continue our approach to customer service for 2019 and many more years to come. From everyone at More Ability, part of the Passmore Group, we would like to wish you a very Happy New Year.

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