At DOM UK, our customers’ feedback is at the heart of everything we do. To ensure we continuously improve, we conduct a confidential annual customer satisfaction survey by phone. This survey helps us refine our practices and deliver the best service possible.
We’re not alone in this initiative. Every company within the DOM Security Group, and indeed the entire SFPI Group across Europe, conducts similar surveys. Customer feedback is a key pillar of SFPI’s responsible business plan, enabling us to benchmark performance through a Net Promoter Score (NPS). This year, DOM UK achieved an outstanding NPS score of 67.88—a testament to our commitment to excellence.
Outstanding Service
For three consecutive years, we’ve partnered with More than Words UK to conduct these surveys. Every DOM UK customer is called and given the chance to share their thoughts. Once the results are in, our team carefully reviews each response and formulates a plan to improve both the customer experience and our internal processes.
This year, our customers rated us highly across multiple areas:
- Ease of contact by phone
- Email response times
- Professionalism
- Product knowledge
- Order processing
A special mention goes to our Sales Manager, Emma Chapman, who received glowing reviews for her leadership and customer service.
Quality and Longevity
Our customers continue to recognise DOM products as synonymous with quality. In fact, 69% of respondents cited product quality as their top priority when choosing a supplier.
The most incredible statistic by far is that 44 customers have been working with DOM for over 10 years, with many of those partnerships extending beyond 20 years. This remarkable loyalty underscores our commitment to building lasting relationships and delivering superior products.
A Bright Future
We’re thrilled that 94% of customers would recommend DOM UK. This is a clear sign we’re on the right track, but we know there’s always room for improvement. We’ve analysed every piece of feedback and are taking actionable steps to address areas for growth.
Thank you to all our customers who participated in this year’s survey. Your input helps us grow stronger together.
