in-toto Sets the Standard in Commitment to Customer Experience

July 15th, 2015

vitus with logo

We are delighted to announce that the overall result of our recent independent mystery shopping exercise has revealed an excellent level of standards and customer experiences across our nationwide network of kitchen design studios.

Committed to customer service and continuous improvement, we appointed a specialist mystery shopping company to measure the customer experience at each in-toto studio to analyse the sales and support processes, measure the impression of the studio environment, identify opportunities for improvement and highlight areas of excellence, in order to achieve consistent high standards across the network. 

Focusing on building client relationships that add real value to the customer experience and designing a kitchen around the customers’ needs and lifestyles, we are proud to have scored highly with results including twenty-four perfect scores of 100%!

As our motto states: “we are all about people, choice and the personal touch”. 

Studios are independently owned by committed Franchisees and supported by the well-established in-toto brand, sharing 35 years of experience.  This means that customers benefit from the credibility and scale of a leading, nationally-recognised fitted kitchen brand, but also enjoy the personal attention and unrivalled service of the owner of the business.  Each Franchisee understands that the success of his or her own showroom depends on a local reputation built on satisfied customers, and the mystery shopping results certainly confirm this.

Positive improvement feedback has been communicated to everyone in the group to highlight areas that have potential for even greater success, showing in-toto’s true investment in perfecting the customer experience and the individual performance of every studio.

To enjoy the in-toto Kitchens experience for yourself, please visit your nearest in-toto Kitchens design studio and discover the passion and pride that the in-toto group shares in its kitchens.

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