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11 November 2020 | Announcements

Noel Leeming amongst NZ’s top ten companies for Customer Experience

We’re delighted to see our passionate tech experts at Noel Leeming being recognised as delivering some of New Zealand’s best customer experiences.

Noel Leeming was named one of New Zealand’s top ten companies for customer experience in the 2020 Kantar Customer Experience (CX) Index.

Kantar’s CX Index covers more than 50 brands across 12 sectors. Over 2,000 Kiwi consumers helped shape this year’s results.

The survey found Noel Leeming does particularly well on two CX dimensions: teams actively providing customers advice and recommendations that are relevant; and they provide memorable and delightful experiences when customers interact with them.

Delivering a service experience that anticipates customer needs and provides end-to-end solutions has helped make Noel Leeming accessible for every customer, says David Cooper, Chapter Area Lead for Services at The Warehouse Group.

We recognised early on that helping customers feel confident in deciding on tech solutions is key. We’ve shaped our instore, in-home and help desk experiences around this,” says Mr Cooper.

By anticipating customer needs and providing highly personalised after sales support, Noel Leeming has been able to help more New Zealanders enhance their lives through tech. This could be installation or setup, training and education or troubleshooting.

“It’s about being there for our customers, when and where they need us,” says Mr Cooper.

“Being able to get the most from your tech at home is vital, so we’ve introduced free tech support for a year for our customers. We offer much more than standard over the phone support. We can connect to our customers’ computers remotely, or their smartphone’s camera to help show them how to get things up and running.”

Identifying the moments that matter most to customers has also helped shape in store and after sales experiences at Noel Leeming.

“We’ve worked hard to create a shopping ecosystem with customers at the centre of what we do. We offer more than just a digital and physical presence. Customers know they can rely on us to make sure they leave with the product that’s right for them. Our mantra is customer first and this year’s Kantar CX Index result is great validation of what we do every day, for every customer” says Mr Cooper.

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