Our customer service promise

PlaceMakers stands behind its guarantees by displaying its raw results

You might have spotted your operators smiling face on the outside of your PlaceMakers store. It’s all about service.

PlaceMakers is 100% committed to its Customer Service Promise – “no one is easier to do business with than PlaceMakers” – and now it’s committed to publishing the numbers that make it happen.

“In response to extensive research into our customers’ wants and needs, we’ve developed a customer service proposition that reflects the feedback we received,” says general manager operations and marketing Gary Woodhouse.

“We’ve made a number of business improvements to enable us to deliver these promises, and we’re confident in our ability.”

“To ensure we’re exceeding customer expectations, we actively measure how each of the branches performs against our Customer Service Promise,” says Gary.

To demonstrate the importance we place on meeting the expectations we’ve set for ourselves, PlaceMakers will publish the results.

According to customer responses, a key want is to receive product ‘Delivery In Full,
On Time and In Spec’ (DIFOTIS), which is reflected in the customer service promise.

“Over the next few months, we’ll be publishing performance results from around the country in Under Construction. We feel this demonstrates our commitment to continuously improving our results and making PlaceMakers the easiest place for customers to deal with.”

Below is a sample of DIFOTIS results from last month:

1.    Hamilton 99.6%

2.    Wanaka 98.8%

3.    Dunedin 98.6%

4.    Queenstown 97.3%

5.    Kerikeri 97.1%

6.    Whangarei 96.9%

7.    Waiheke Island 93.7%

8.    Whitianga 93.4%

9.    Auckland 92.2%

10.  Christchurch 91.8%