We’re proud to announce that Lanes Group has been recognised for outstanding customer service at the annual CET Contractor Conference, held last Friday at Worcester Bosch HQ.
The event brought together over 100 contractors from across the CET network.
The conference featured a series of insightful presentations, including a business update from CEO Ashley Phillips, an in-depth exploration of the Voice of the Customer led by COO Daniel Jordan, and a network update delivered by Richard Stoate (MBA, MSc), Head of Network.
The day concluded with an Awards Ceremony celebrating the achievements of CET contractors over the past year.
Lanes Group came away with the Customer Satisfaction Award for achieving the highest Net Promoter Score (NPS) across all service categories and regions, an impressive 75%.
This recognition is a reflection of the hard work and teamwork shown by our engineers, support staff, and customer service teams across the country.
Achieving such a high NPS score demonstrates our commitment to delivering a first-class experience for every customer through first-time fixes, clear communication, and keeping our promises.
It’s not just a number. It’s a sign that our customers trust us, value our work, and would recommend us to others. That’s something we’re incredibly proud of.
Martin Mitchell, National Account Manager at Lanes Group, said:
“This award means a lot to all of us at Lanes. It’s a real team effort from the engineers on the ground to the people behind the scenes, making sure everything runs smoothly.
We always aim to do the right thing for the customer, and it’s great to see that reflected in the feedback we’ve received. We’re proud to be part of the CET network and look forward to building on this success.”
Richard Stoate, Head of Network at CET, added:
“Net Promoter Score (NPS) is a key measure within the insurance industry and on which our clients determine customer satisfaction on their products and services.
Lanes Group have consistently delivered incredibly high NPS results based on their first visit fix rate, customer communication and keeping their promises.
This award is therefore well deserved, and we are extremely pleased to have them as a valued member of our Network”