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Why poor execution ruins the customer experience?

customer experience

There is no point providing a great ordering experience followed by poor execution…

This relates to any organisation that has a front-end ordering process, followed up by an installations team who complete the work.

It could be plumbers, electricians, IT professionals or even carpet fitters, the same principle applies.

If they don’t turn up on time, be polite, talk you through any issues, do the work to your satisfaction, clean up, do a hand-over and gain your approval, it ruins the overall customer experience.

This is a huge problem in our industry when installing electric car charge points.

The industry is riddled with horror stories of electrical contractors turning up hours late or not even turning up at all, with no explanations.

When they do turn up some don’t complete jobs correctly, aren’t polite, don’t clean up and don’t provide a satisfactory hand over. And trying to get them back to fix something is a nightmare.

So, in these instances and going back to our original point.

We’ve found the only way to fix these problems is not to use contractors, and to employ and train people yourself to carry out the work to the required standards.

Take our installer team. Each one is interviewed for technical skills and culture fit. This confirms they are technically sound, but just as important, that they have right attributes to do a great job.

We then rigorously train them on our safe systemised installation processes, and on how we require them to engage and behave with the customer, on every installation they attend.

This provides our customers with certainty we will turn up on time, and that they will receive a high-quality safe EV charge point installation, resulting in a fantastic overall experience.

It also allows us to offer a 14-day installation guarantee from approval and provide our customers with the peace of mind if something does go wrong, our own installers will return and fix it quickly.

…it makes it harder to grow quickly, but it’s hugely increasing our Trustpilot 5-star reviews.


Alison Whitfield

News Categories
17 June 2021
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Electric Vehicle Homecharge Scheme

The scheme is currently open to applicants that:

  1. Rent their house or bungalow.
  2. Own or rent an apartment / flat.
  3. Are the landlord of a domestic rental property.
  4. Are a social housing provider.
  5. Has dedicated off-road parking at the property.
  6. Own or have ordered a qualifying vehicle.
  7. Have not previously claimed an OLEV grant.

Not sure if you are eligible?

Contact us to discuss your individual requirements.

Standard installation terms

  1. Fitting of an EV charger on a brick wall, or to another suitable permanent structure.
  2. Up to 10 metres of cable, run and neatly clipped to the wall between the electricity supply meter/distribution board and the charging unit.
  3. Supply meter/distribution board on the inside of an outside wall.
  4. Routing the cable through a drilled hole in a wall up to 500mm thick (if required).
  5. Fitting & testing of electrical connections & protections required for the EV charger.
  6. An additional three-way consumer unit (if required).
  7. Installation of a Type C MCB and a Type A RCD or a type A RCBO.
  8. No groundworks 

Not standard installation?

Contact us to discuss your individual requirements.