How do you measure that your EV charger installers keep doing a great job…

It’s not just about being able to measure, it’s also about keeping them engaged too.

Having directly employed installers like we do – where you can control the environment – makes it a much easier thing to do.

It must be really hard for those installation companies who use sub-contractor electricians, and don’t employ specialised in electric charger installation.

How do you know they’ll turn up on time or at all – until the customer calls to complain – let alone what they look like (they are representing the company concerned) when they arrive at the customers location.

And will they do their normal trick and disappear off to do a side job, before completing the bit electricians hate doing – linking the unit with the manufacturer via the internet, helping the client download the app, and providing some basic user training.

Through having directly employed installers, we are able to control the entire customer journey. Not just the advice and scheduling – the scary bit – the actual electric charger installation.

This starts with training our installer team on every aspect of the installation, including dress code, cleanliness, safe installation processes – right through to setup and customer training.

We measure this through our Trustpilot reviews, and place great emphasis on asking every customer to write a review, whether it’s good or bad (hopefully good).

Our installer team understand this is how we measure their ongoing quality of work too, and it forms part of their initial and ongoing training.

To keep them engaged we’ve created a 5-star review game. Providing substantial cash prizes for the top 3 installers with the most 5-star reviews in each given month.

It’s interesting to see each installer trying hard (through quality service) to get on the leader board, with it changing each month.

…certainly helps people trust in our electric charger installation service too.