Five-star customer satisfaction

Sohail Khan, Head of Marketing & Development at independent furniture retailer Choice Furniture Superstore (CFS), talks about achieving a significant customer service milestone.

CFS, which operates online and from its store at Grosvenor Works in Leicester, has surpassed the 10,000 customer reviews milestone on Trustpilot, a testament to the business’ customer service practices and overall company.

The company has scored a 4.9 out of 5 on the platform where it receives regular reviews in a positive nature.

Commenting on the achievement, Sohail Khan, Head of Marketing & Development at CFS, said: “Hitting 10,000 reviews is a massive achievement. We worked tirelessly to achieve this and couldn’t have done it without our team. It means a great deal to the business because not only is 10,000 reviews a huge milestone but with a review score of 4.9 (98 out of 100), it shows our commitment to providing the best products on the market with excellent service.

“We would also like to take this opportunity to thank our suppliers who have worked very professionally with us by supplying goods on time and keeping stocks available at times when shipping rates were sky high and getting container space was a challenge. This milestone also gives great comfort and assurance to future customers that they are shopping in the right place.”

To maintain its commitment to top customer service, the company regularly invests in its systems and staff, with consistent training equally important. Sohail continued: “Our biggest ethos in business is customer satisfaction. We want the whole customer journey with CFS, from initial contact to receiving the delivery, as pleasant and hassle free for our customers. We ensure our staff are well trained and we have given extra leeway to them to ensure the customer’s needs are met.

“In recent times we have invested a significant sum of money in our systems. With the business growing at a very fast pace, we felt we needed a good tailor-made system to ensure easy working processes. We also invest and continue to invest in staff training programmes which better equip our staff to deal with customer expectations.”

CFS said that 2022 has been challenging but revealed that it plans to venture into more Home & Garden categories in the year ahead to further cement its vision to be a “one stop shop for furnishing and decorating a home”.

Sohail said: “It has been a tough year. The war in Ukraine, energy prices and the costof-living crisis have affected consumer spending, and achieving sales targets have been challenging. Also, this year was the first where people could travel without all the Covid paperwork, so we felt a lot of consumers have spent their money elsewhere.

“That being said, we are quite proactive in our approach to business and we feel we overcome the challenges faced this year with ease and look forward to pushing onto 2023. We have introduced a new category of made to measure blinds and curtains enabling our customers to buy soft furnishings from us and, in 2023, we plan to expand into more Home & Garden categories.” www.choicefurnituresuperstore.co.uk

Nectar Sleep

At Nectar Sleep we are committed to sustainability, which is why we use premium materials in our products to ensure that they last. However, we are also aware that all products have an environmental impact, which is why we have partnered with Climate Partner to measure, reduce and offset our carbon footprint. The products are also delivered in FSC certified boxes and vacuum packed using recycled polythene. We also create a second life for our mattresses. We refurbish and re-sell those that are good as new from our 365-night trials and we donate the rest to the British Heart Foundation. To date, our used mattresses have raised £410,000 for the charity. www.nectarsleep.co.uk

Sonlevo

The Sonlevo TrueGel range is setting a new standard. It’s the first gel mattress to be developed in the UK using revolutionary Gel technology – its unique grid system is 80% air. TrueGel gives maximum support, minimises pressure and is never too hot and never too cold, for the best night’s sleep possible. For over 40 years GNG has been dedicated to helping people sleep better, with the latest in innovation, materials and design. From sidesleepers to star-fishers, nappers and night owls, to those who suffer in pain - we have something for everyone. Everything we do is researched, designed and manufactured by us in the UK. Given the heightened focus on sleep and wellbeing, this new premium range represent a real opportunity for retailers to expand sales into lucrative new areas. www.sonlevo.com

Wiemann

Award-winning German bedroom manufacturer, Wiemann, has two new VIP ranges. Quito is an eye-catching premium VIP range featuring a distinctive square design to set it apart from the crowd. Featuring hinged doors and a variety of carcase, door and finish options including mirrors, pebble grey, champagne and rustic oak. Asmara is a versatile and contemporary premium VIP total bedroom solution featuring hinged doors with or without drawers. Available in a variety of finishes including Bianco oak, pebble grey, champagne and mirrors. Chests, bedsides and beds complete the collection. www.wiemannuk.co.uk

Merlino International

Merlino is our Australian brand of Italian heritage, selling to the retail and contract interiors sector. A unique living concept that embodies the latest trends and contemporary styles. Our Marseille modular sofa, featuring a steel frame structure, upholstered in Enzimi 03 Cream fabric. www.merlinointernational.com

Shire Beds

Shire Beds are a FSC certified company and also signed the NBF Pledge for the Planet to further their sustainability journey. Shire Beds is a multi award winning quality manufacturer that offers added extras of own label, exclusive fabrics and extended guarantee on its eco designed products – it is a must have brand in furniture retail. Its award winning Signature Range and Best Selling Picasso from the Artisan Range are firm favourites. The new Spectrum Range offers great value in these very challenging economic times.

www.shirebeds.co.uk

Devonshire

Devonshire has recently launched a new kitchen selection designed to add style and practicality to consumers cooking spaces. Consisting of a butcher’s block, kitchen island and two larder cupboards (single and double), these beautiful pieces have been created to complement their popular Dorset Painted collection, but work equally as well as standalone pieces. Offered in a choice of 9 fanciful paint colours, the kitchen items are in stock now in the UK and available for fast and efficient delivery. If you’d like more info, please get in touch on enquiries@devonshireliving.co.uk, or phone 01237 471872. www.devonshireliving.co.uk

Gallery Direct

Gallery Direct has launched a new mattress collection which offers a range of models, each with its own features, designed to make it easy for Gallery’s customers and end users alike to choose the right mattress to suit their requirements. All the new mattresses are hand crafted at Gallery’s Wiltshire manufacturing unit by their highly skilled, experienced team. The new mattresses were introduced to the industry at the January Furniture Show 2023. www.gallerydirect.co.uk

Sweet Dreams

Bed manufacturer Sweet Dreams has announced the launch of its new exclusive Eden Online Mattress range. The new range features 18 mattresses, which are made to order, and offers a wide range of price points and features, from starter mattresses to high quality hand side stitched FR Chemical free mattresses. The Eden range is complimented by a fully FSC certified divan range featuring non-storage, drawer, side and front ottoman bases with matching headboards in 16 luxury fabrics. www.sweetdreamsuk.com