Nordell Customer Charter

OUR PROMISE TO DELIVER A GREAT SERVICE

At Nordell we are all focussed on delivering a great service to our customers. The Nordell customer Charter is a promise to our customers, setting the expectations of how we will do business – Our SLA (Service level agreement).

We underpin the Nordell customer Charter with the Nordell Mission statement.

We thrive on feedback from our customers through regular review meetings, our Trustpilot reviews and from our annual NPS (Net promoter score) survey.

It is important that we get regular feedback from our customers to understand what we can do to continuously improve. We complete our NPS survey every October and benchmark the year on year result and publish the results on our website. If you are a customer and would like to take part in the NPS survey, email us at enquiries@nordell.co.uk

Getting it right. We will:
Never compromise quality
Always uphold the highest standards of Ethical and Environmental integrity 
Work with you to deliver an on-time Service level that exceeds 98% 
Apologise and put it right if we make a mistake
Use your feedback to improve how we do things
Open and Honest. You can trust us to:
Deliver on our Promises
Be helpful, polite, and treat you fairly and with respect
Work with you to deliver your goals
Follow processes correctly 
Share all news – Good and Bad
Give you our honest opinion
Keeping you informed. We will:
Respond to any requests the ﬁrst time you contact us
Tell you what will happen next, by who and when
Keep you regularly updated of progress
Check in regularly to ensure we are on track and meeting your expectations as your view truly matters
Invest in our customers. We will:
Strive to understand your future requirements
We believe working in partnership is the best approach
Match our offer and services to your requirements
Offer a competitive price 
Work with you to remain relevant
Making it Easy. We Will:
Make your problems ours to resolve
Continue to Simplify our process and our business with you
Offer you a wide range of complimentary services
Give you an idea of cost for a new product in 48 to 72 hours & a full & detailed quote within 3 to 6 days, subject to complexity of build or assembly.
Provide you with project support & plans for sample and completion.
Unique and Memorable. We will:
Continue to innovate and differentiate our offer
Remain at the forefront of technical advances
Adapt our offer to remain relevant in a quickly changing market
Invest in new technology and technically advanced raw materials