cmostores.com
  • What is CMOStores.com?
    • About us
    • About Door Superstore
    • About Drainage Superstore
    • About Insulation Superstore
    • Roofing Superstore
    • About Tile & Floor Superstore
    • The business
  • Sell more with CMOStores.com
  • Specifying with CMOStores.com
  • Earn rebates with CMOTrade
  • Careers
  • Blog
  • Contact us
  • Search
  • Menu Menu
01752 692 769 Helpline open 9am - 5pm

CMO finalist in customer service award

CMO has been shortlisted for a Customer Service Award by the Western Morning News Business Awards.

CMO has successfully navigated the challenge of giving outstanding customer service via an online marketplace, in a predominantly face-to-face industry.

Going the extra mile
With the best technology, recruitment and customer experience, we’re committed to helping customers. We call back when we say we will and go the extra mile to make sure customers are happy. In 10 years we’ve grown to employ over 90 staff and our turnover grew 50% to Ā£27million in 2017.

The team answers 4000 calls per week on average. We’ve answered 140,000 calls this year, and ā€˜calls answered’ rate is up from 71% to 91% due to investment in a new phone system. In addition, ‘call wait time’ has almost halved, from 35 to 18 seconds.

Investment in technology
We increased our investment in email software byĀ implementing help desk software. This means that in over 600 emails sent every day, we ask people how they would rate us -either ā€˜great’, ā€˜ok’ or ā€˜not good’. 90% of customers rate us ā€˜great’.

Listening to customers
We use Trustpilot, the world’s most powerful reviews platform. Employees are empowered to resolve negative reviews or complaints and issue refunds where appropriate. We track every enquiry, from social media to Google reviews and listen to and care about our customers. We understand the inconvenience they face when things go wrong and do our best to put things right.

Research tells us that traditional over-the-counter merchants don’t give customers the level of product knowledge and service they need. Our customer service policy was introduced to consistently and rigorously monitor feedback. We ask every customer for a review and act upon what they tell us. Using tools such as our help desk software and Trustpilot (from 2012) no feedback is ignored.

Training the best people
Recruitment is focused on individuals with exceptional customer service backgrounds. New employees are buddied up with experienced team members to gain industry knowledge. All team members receive regular in-depth product training from suppliers.

CMO’s commitment to customer service ensures we maintain a unique top spot in the UK. We have challenged traditional building merchants by providing the convenience of online shopping, with human customer service and comprehensive product knowledge.

Powerful review platforms
Our reviews show consistently high levels of customer service. The sheer volume of reviews speaks for itself. Our competitors don’t score as highly, nor do they maximise the opportunity to listen to their customers in the way we do.

• The ā€˜TrustScore’ for Roofing Superstore is 9.1 out of 10 (from 8362 reviews)
• Drainage Superstore is 8.8 out of 10 (1110 reviews)
• Insulation Superstore 9.0 out of 10 (573 reviews)

The team of customer service advisors works in each of our four specialist superstores supplying roofing, drainage, insulation, and doors. As people, they are helpful, friendly and willing to go the extra mile for our customers.

The award ceremony takes place at Crowne Plaza Plymouth on 22 November.

Share this entry
  • Share on Facebook
  • Share on Twitter
  • Share on WhatsApp
  • Share on Pinterest
  • Share on LinkedIn
  • Share by Mail

Recent Posts

  • CMOStores.com expands portfolio with acquisition of Total Tiles
  • Thank you for 2020
  • Strengthening our service offering
  • New board appointments at CMOStores.com
  • Officially the best in-house e-commerce team in the country

Follow us

  • Facebook
  • Twitter
  • LinkedIn

Categories

Visit our stores

Follow us

  • Facebook
  • Twitter
  • LinkedIn

Contact information

Telephone 01752 692 769

Registered office
cmostores.com
Burrington Business Park
Burrington Way
Plymouth
Devon PL5 3LX

Quick links

  • About us
  • Sell more with CMOStores.com
  • Specifying with CMOStores.com
  • Careers
  • Blog
  • The business
  • Contact us
  • Get updates
  • Terms and conditions of use
  • Terms and conditions of supply
  • Privacy policy
  • Cookie policy
  • Anti-Bribery & Corruption Policy
  • Modern Slavery Act

Company No. 06755395 | VAT No. GB 943 9140 15 | EOIR No. GB 974 9140 15 000
Ā© Copyright - cmostores.com limited
New NBS survey to map digital technologies CMO appoints new Chief Financial Officer
Scroll to top

This site uses cookies. By continuing to browse the site, you are agreeing to our use of cookies.

OKLearn more

Cookie and Privacy Settings



How we use cookies

We may request cookies to be set on your device. We use cookies to let us know when you visit our websites, how you interact with us, to enrich your user experience, and to customize your relationship with our website.

Click on the different category headings to find out more. You can also change some of your preferences. Note that blocking some types of cookies may impact your experience on our websites and the services we are able to offer.

Essential Website Cookies

These cookies are strictly necessary to provide you with services available through our website and to use some of its features.

Because these cookies are strictly necessary to deliver the website, refuseing them will have impact how our site functions. You always can block or delete cookies by changing your browser settings and force blocking all cookies on this website. But this will always prompt you to accept/refuse cookies when revisiting our site.

We fully respect if you want to refuse cookies but to avoid asking you again and again kindly allow us to store a cookie for that. You are free to opt out any time or opt in for other cookies to get a better experience. If you refuse cookies we will remove all set cookies in our domain.

We provide you with a list of stored cookies on your computer in our domain so you can check what we stored. Due to security reasons we are not able to show or modify cookies from other domains. You can check these in your browser security settings.

Google Analytics Cookies

These cookies collect information that is used either in aggregate form to help us understand how our website is being used or how effective our marketing campaigns are, or to help us customize our website and application for you in order to enhance your experience.

If you do not want that we track your visit to our site you can disable tracking in your browser here:

Other external services

We also use different external services like Google Webfonts, Google Maps, and external Video providers. Since these providers may collect personal data like your IP address we allow you to block them here. Please be aware that this might heavily reduce the functionality and appearance of our site. Changes will take effect once you reload the page.

Google Webfont Settings:

Google Map Settings:

Google reCaptcha Settings:

Vimeo and Youtube video embeds:

Other cookies

The following cookies are also needed - You can choose if you want to allow them:

Accept settingsHide notification only