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Top marks for Acorn’s Customer Relations Team!

12:00am | & Tips and Advice

Here at Acorn Stairlifts, we take customer satisfaction very seriously.

The feedback we get from our customers helps us refine our products and services, address any issues and generally be a better business. That’s why we’re delighted to be awarded a prestigious internationally-recognised customer satisfaction accreditation… for a fifth consecutive time.

It comes from the ISO (International Organisation for Standardization) ­– an independent international organisation with a membership of 165 national standards bodies including the British Standards Institution. Having our products and services accredited by the ISO gives our customers added confidence that they’re dealing with a company where high standards really matter.

Our regular assessments are carried out on behalf of the ISO by the British Standards Institution. After reviewing our in-house procedures and interviewing various members of our Customer Relations Team, the BSI assessor had no hesitation in recommending renewal of our ‘ISO 10002:2018 Customer Satisfaction’ accreditation.

Each assessment by the BSI looks for performance which is better than that found at the previous one, helping ensure continual improvement to products and services. In short, BSI accreditation is the UK’s national seal of approval for a company and its products and you should always look for it, especially when making a significant purchase.

You’re probably familiar with the ‘BSI Kitemark’ – a registered quality mark which signifies products or services which meet the required specification or standard within a Kitemark scheme. It goes without saying that our stairlifts are also independently assessed and certified, holding both national and international accreditations from the BSI and its parent body, the ISO.

But the products we make are only half the equation. It’s just as important to ensure that the way we deal with our customers also meets the highest standards, especially since a high proportion are elderly and could be considered more vulnerable.

We also have a close and productive working relationship with our local Trading Standards department in what’s called a ‘Primary Authority Scheme’. It gives Acorn a single and trusted point of contact, able to provide expert advice and guidance whenever it’s needed. Acorn has been highly commended in the annual Primary Authority Awards and was one of just three UK businesses asked to provide a case study to feature on the Government’s ‘Primary Authority’ website.

Our latest ISO commendation is a credit to our dedicated Customer Relations Team. It is led by Catherine Beecroft, who said: “Our latest assessment found no ‘non-conformities’ – in other words we passed with flying colours.

“The vast majority of our customer feedback is very favourable, and that’s great, but with a company the size of Acorn, it’s inevitable that we’ll also get the occasional complaint. It’s how we address them that matters and my team works really hard to try to resolve any issues. Our ISO accreditation recognises this.”

Catherine is pictured with Acorn’s latest ISO Customer Satisfaction accreditation certificate.

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