Passionate about customer satisfaction
Vokèra has one of the highest boiler reliability statistics in the market, which is coupled with a 40 year unblemished record of product quality. If, however your appliance does require attention, it is good to know how well we respond.
Our regularly published customer satisfaction results, not only demonstrate our commitment to continual improvement but the high levels of satisfaction* we achieve every month:
Our customer care centre is open between 8.15am - 5pm Monday – Friday and Saturday 8am - 12pm. You can contact the team via telephone on: 0844 391 0999 option 2 or email: service@vokera.co.uk. To ensure your query is handled efficiently our trained customer care advisors follow our customer care procedures.
Fixed first time
Vokèra engineers carry 95% of Vokèra boiler parts on their vans, which means we fix your boiler on the first visit in the vast majority of cases. We regularly monitor our first visit fix rates, which currently stands at 93%.
While many service providers quote quick response times to a call out, it is worth bearing in mind that the issue may not always be fixed on the first visit.
Vokèra Customer Care Procedures
- During your call you will be asked to provide some basic information regarding the serial number, model name and location of your appliance.
- We always undertake basic checks with you, because sometimes we can resolve queries over the phone.
- If we are unable to resolve your query over the phone we will arrange for an engineer to visit. If your boiler is outside its warranty period an engineer visit is chargeable, for details on fixed price repair plans and extended warranty options click here >>
- If for any reason you are not satisfied that we have adhered to our customer care procedures, please contact us on 0844 391 0999 option 2, or send details to: Customer Relations, Vokèra Ltd, Stubs Beck Lane, Cleckheaton, Bradford, BD19 4TT or email: custrelations@vokera.co.uk
Vokèra Customer Care Policy
- To provide our customers with a friendly service
- To work effectively to resolve your query
- To keep you informed
Our customer care procedure and policy ensure a seamless service, resulting in high levels of customer satisfaction. During extreme conditions our team can sometimes experience three times the usual workload and we prioritise those customers that are most vulnerable with total heating and hot water loss.
*Vokèra calculates its monthly customer satisfaction results by the total number of customer calls our engineers attend versus customer complaints.
Detailed customer feedback questionnaires also regularly monitor customer satisfaction regarding different aspects of the service received. This research is carried out by an independent 3rd party; approximately 95% of Vokèra customers regularly rank Vokèra in the Excellent and Good ratings.
