Electric Radiators Direct Achieves Feefo Platinum Award 2022
Go Home Direct offers congratulations to the team at Electric Radiators Direct for achieving the Feefo Platinum Trusted Service Award 2022. Acquiring Platinum status is rewarded for “consistent achievement, sustained over three years by a business of any size that uses Feefo to provide outstandingly high levels of customer experience.” For eight consecutive years, ERD has been recognised by Feefo’s seal of excellence for delivering exceptional service, as rated by real customers. So, what’s their secret?
A strong business led by a strong team
Since its founding in 2013, Electric Radiators Direct has been a leading ecommerce platform selling premium electric heating solutions to domestic and commercial clients at affordable rates. ERD’s consultants provide expert advice to those wanting to make the switch to electric – whether that’s through blog posts, useful guides, or speaking directly to customers by phone, email, live chat, and across social media.
The Feefo Platinum Award means even more to the people at ERD following another year of challenges imposed by the pandemic. During the 2020 national lockdown, the team had to learn all aspects of the customer support role out of the office. We spoke to Customer Service Manager Addie Sullivan, who began her role shortly before the work from home mandate:
“I started the role in January and was sent home without a team in March. It was the best possible thing that could have happened to me: I had to learn all aspects of the role which I might not have done with a team and was able to reshape the department and improve processes.”
Addie’s management has helped carry the customer support team over the past two years, with the department tripling in size since the start of the pandemic. COVID-19 has radically changed people’s reliance on ecommerce, with review interaction up 50%. Strong leadership and a passionate team have ensured strong client relationships throughout this time, which is why customers recommend Electric Radiators Direct a decade in the running. Addie’s team “believes good communication, patience, and a people-first attitude is the best way to build relationships with our customers. We make sure every interaction is personable, and we take on board every bit of feedback we get to improve our services accordingly.”
This couldn’t be truer for Customer Service Advisor Ben Mulhall-Sutton, who has continuously demonstrated an above and beyond attitude for his customers. Last year he wrote a manual tailored to the needs of a specific client and even delivered an in-person demo of the product – one of many examples of the team’s customer-first approach and why they have continuously achieved Platinum status since the award’s inception.
To gain Gold status, Feefo requires a business receives at least 50 reviews in a year averaging at 4.5 – as of 2022, Electric Radiators Direct has achieved a staggering 4.9 based on 250 service ratings over the last year. Feefo introduced the Platinum Award in 2020 to give businesses like ERD special acknowledgement for consistently acquiring Gold Standard. So, don’t just take our word for it – read these reviews left by verified customers to find out why ERD’s customer support team continues to excel:
Great Service and great products – would highly recommend
When initially considering electric radiators, I was confused by the variety of solutions out there. Electric Radiators Direct were able to assist from start to finish. From deciding on what solution was best for me to delivery, the service was smooth and seamless. I initially used the website to look at the options available […] the wattage calculator was an incredibly useful tool. The customer service advisor I spoke to on the phone was able to advise me further with regards to WiFi connectivity of the units I selected. After placing the order, communication was clear and consistent. I was able to request the delivery day of my choosing, track my order and delivery to ensure I was home when the driver arrived. Fitting instructions were clear and easy to follow. I was so pleased with the Haverland radiator, I bought a second for another room within weeks. The products are good. The service was great. I would definitely recommend.
Having decided to replace a gas wall heater in our conservatory with an electric panel heater, we chose to purchase from Electric Radiators Direct after speaking to their Sales and Customer Service agents regarding some queries we needed answering […] Everything was explained clearly without any “hard sell” which is always appreciated. Quality of the product [made us decide] to order, and delivery was the next day at 9AM! As this was a single unit purchase it was a Self-Fit which proved very straightforward, and by lunchtime the panel was on and working. Follow up calls and emails from ERD to check all was OK confirmed why we had chosen them. Definitely recommend to anyone considering purchasing electric radiators.
On top of offering quality electric heating products at affordable prices, the success of Electric Radiators Direct is in no small part due to the service provided by the Customer Support team to educate, guide, and assist in all matters of the customer journey. These are just two of many reviews that highlight why ERD are Feefo-accredited year after year.
You can read more glowing reviews directly from Feefo here.
Recognition well deserved
The team at Electric Radiators Direct strive for excellence in both their expert knowledge of electric heating and their approach to customer journey – from initial query to after sales support. Honesty and a customer-focused approach are the driving forces behind their Feefo accreditations eight years strong, so congratulations again from everyone at Go Home Direct!
Go Home Direct is the UK’s leading online multi-channel electric heating retail group. With over 600 products spanning four online stores, we provide electric heating solutions to domestic and commercial clients across the country.