An independent survey of more than 1,200 customers of Peterborough-based plumbing and drainage franchise Drain Doctor has revealed that 98.3 per cent of them would recommend the company to others. The same number would use the company again themselves.
The figures come from a survey of customer satisfaction carried out by the UK Trades Confederation - an independent trade association formed in 1995 with a current membership of 4,500 businesses.
Says Iain MacDonald, managing director of UKTC: “The survey of 1,246 Drain Doctor customers is the largest which the UKTC has ever undertaken as part of its monitoring activity. It has demonstrated levels of customer satisfaction that are not matched by any other company within the membership.”
Launched in the UK in 1993, Drain Doctor has grown to become the country’s largest emergency plumbing and drain repair service. It now provides a 24-hour-a-day, 365-days-a-year service in every part of the country, with each franchise run as an independent business.
“We are building a successful business based on the simple principle of delighting the customers with a first-class service,” says company chairman Freddie Mitman. “The whole team at Drain Doctor is focused on doing things differently from so many other plumbers - we turn up on time, do the job right first time, guarantee the work and are totally up front about prices.
“We have always aimed to distance our company from the cowboys whose shoddy service plagues the plumbing and drain repair business. That’s why I am concerned that one per cent of respondents rated our service as poor. We are determined to eliminate all causes for complaint.”