ITM tops hardware category in customer satisfaction awards


Debnath Guharoy, Asia-Pacific regional director for Roy Morgan, announced the awards at a presentation dinner in Auckland on March 1.
“ITM is focused on satisfying the needs of trade customers through a strong service ethic,” ITM chief executive Gordon Buswell says, confirming that it’s a key objective for the ITM group.
“Our store owners have been with ITM for a long time. This means their team is stable, and the retention of knowledge within the group is what makes us different.
“We see this as a real advantage. Because we are here to serve the tradespeople first and foremost, we make sure our stores have people who are thoroughly familiar with the building industry.

“Everyone in our network is delighted with the result, because it justifies all the hard work our people have put in to customer service,” Mr Buswell says.
During the presentation, Mr Guharoy stressed the importance of customer service in the current environment.
“Never before has customer satisfaction been so critical. Social media such as Facebook and Twitter have given customers a megaphone to broadcast their praise or disapproval,” he said.

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