A new function to reward members of staff has been added to Graham Plumbers’ Merchant's online customer feedback portal TellGraham.
www.tellgraham.com is an online portal that allows customers to complete an online survey to rate the service they received from their local Graham branch or showroom – including customer satisfaction, ease of service and staff knowledge. The feedback portal is an evolution of the Graham Customer Score (GCS).
As a result of TellGraham's success, a new category has been created to recognize staff members that have received high levels of praise. Customers wanting to praise a member of Graham merchant staff for their service, can now do so on TellGraham when completing their feedback form.
Once they've left their feedback, customers are automatically entered into a monthly prize draw where they can win one of ten £100 Amazon gift vouchers. A year after launching the portal, Graham Plumbers’ Merchant has rewarded more than 250 winners from its ‘TellGraham’ initiative.
Gas Engineer Michael Hopkinson was one of the first TellGraham winners. He visited his local Pontefract branch of Graham Plumbers’ Merchant and was awarded £250 in John Lewis vouchers after submitting his feedback on Tell Graham. When collecting his vouchers, Michael said, “I’m thrilled to win the prize, which will be used to treat my family to something special.”
Another recent winner was Jason Lodge, Owner of Jason Lodge Plumbing and Heating, a customer from Graham’s Ipswich branch who also won £250 in John Lewis vouchers. Jason commented: “I was over the moon and so surprised to hear that I had won. I only wish I could keep them for myself, but I know my wife will be overjoyed at the thought of a trip to John Lewis.”
Dave Pollard, Customer Experience Marketing Manager at Graham, said, “While Graham has been monitoring customer satisfaction via telephone interviews for a number of years, the dedicated website means there is now an even greater scope for Graham to register customer feedback. All customers that complete the survey and leave feedback will be automatically entered into a monthly prize draw.”