Magnet Case Study
LaddersFree is contracted to service all Magnet kitchen and bathroom showrooms nationwide. Prior to using our services, window cleaning was provided by local operatives. We have audited our performance by making courtesy visits to several Magnet showrooms and the results indicate high levels of customer satisfaction.
Who are Magnet?
Magnet is the largest specialist kitchen retailer in the UK and part of the Swedish Nobia Group, Europe’s largest kitchen company. It has around 130 showrooms and employs over 2,000 people across the UK.
The Magnet brand is instantly recognisable and their retail showrooms have won the Best UK Retail Interior award. As the company is renowned for its attention to detail, it isn’t surprising that it takes a great pride in the cleanliness of its windows, exteriors and signage. Many of its showrooms include vast expanses of glass.
Who cleaned the windows before LaddersFree?
Prior to choosing LaddersFree, window cleaning at Magnet Stores was provided by local operatives. This created a number of issues and inefficiencies. The standard of service varied across the stores and unnecessary administrative costs resulted in Magnet changing service providers for all stores within their estate. Since April 2014, LaddersFree have been servicing all Magnet kitchen and bathroom showrooms nationwide.
Why did Magnet Choose LaddersFree?
- A single point of contact for efficient communications and rapid response
- A single payment point to reduce administrative overheads
- Full compliance with HSE regulations
- Full public liability insurance
- Our use of local fully insured operatives
- Frequent courtesy calls to ensure that we get things right
- Our ability to provide a rapid response for additional clean requests
- A dedicated help line
- We regularly carry out audits
- We use satisfaction dockets to check that they are happy with our work
Feedback From Magnet Store Managers
Results of our courtesy calls
We have audited our performance by making courtesy visits to several Magnet showrooms. The results indicated high levels of customer satisfaction.
We carry out regular courtesy calls to Store Managers to get feedback on the service we provide. During 2014 we carried out audits in 22 Magnet stores, and 20 of them rated our services 4 or 5 out of 5. Of the two stores that didn’t achieve such a high grade we immediately implemented follow-up work. This was carried efficiently with the result that we achieved full customer satisfaction.
Because we provide a quality service, Magnet have also asked us to carry out cladding cleaning and signage cleaning to some of their stores.
“I would like to say that we have had no issues with your window cleaner at our Store in Basingstoke. He does a very good job, without any inconvenience.”
Store Manager – Basingstoke
“I am very happy and satisfied with the level of cleaning and also the standard of service we have received at our Magnet Store.”
Manager – Aberystwyth
“We are happy with the service we receive from our window cleaner. He is very approachable and thorough in his window cleaning work.”
Store Manager – Enfield
“A really professional and quick service, over the moon with the quality of window cleaning received by LaddersFree and their team.”
Stuart Warren – Team Leader
“We very happy with the service we are receiving at present and hopefully this will just continue going forward. Thank you very much.”
Manager – Bromborough
“The window cleaner that has been cleaning our store in Farnborough is very friendly and amicable and I would score him 4 out 5. Thank you.”
Manager – Farnborough
