Baxi welcomes ‘Baxi Customer Support’

Published:  01 September, 2014

Baxi has announced the rebranding of heateam to ‘Baxi Customer Support’.

The rebranding follows extensive customer research carried out by Baxi, which identified the need to simplify the name of its customer services team and make it more synonymous with the Baxi brand.

The research revealed that while the service provided by heateam was outstanding, some customers felt the name didn’t represent itself as a customer support service, with 62% of respondents preferring ‘Baxi Customer Support’ and finding it much easier to recognise as part of Baxi.

However, 92% of installer and 88% of homeowner respondents stated they were ‘very happy’ with the service they received, with very minimal waiting times. Eighty-five per cent of these also stated they only needed to contact the team once in order to resolve their issue. These satisfaction ratings were much higher compared to those obtained for its competitors, making Baxi Customer Support one of the best teams in the industry.

Lee Robinson, customer service director at Baxi, said: “Our company ethos is to make life easy for installers and homeowners. Through listening to our customers we know that Baxi Customer Support will make it simpler for them to identify where to go for the expert help and advice they need, on any of the products in the Baxi range. We’ve always known that we provide a brilliant customer service and the research has reaffirmed this. What’s important now is that customers can identify this as being in line with the quality values of Baxi – the same excellent service which will continue to evolve, with a new name.”

Baxi Customer Support will be replacing heateam from 1 September 2014 and will take enquiries about all Baxi brands, including Baxi, Main, Heatrae Sadia and Megaflo. Customers can get in touch by calling 0844 871 1525.

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