VS Strengthens Customer Experience Following Annual NPS

The annual NPS survey highlighted exceptionally strong customer advocacy, driven by consistent feedback around product quality, service excellence, and industry-leading lead times. Customers frequently cited the authenticity and performance of Victorian Sliders’ products, alongside the responsiveness and expertise of its sales, support, and delivery teams, as key reasons for their high satisfaction.

“We are proud to see such strong endorsement from our customers,” said Sue Davies, Head of Sales Operations at Victorian Sliders®. “Our team works hard to deliver not just a high-quality product, but a reliable and responsive service that our customers can depend on. These results validate that commitment.”

The survey also identified clear opportunities for further improvement. Customers expressed a strong desire for enhanced digital capabilities, including online quoting, ordering, and real-time order tracking – all of which will be addressed shortly with the launch of the ECOSelect App for quick quoting and ordering. In addition, feedback pointed to the need for continued focus on aftersales support, parts availability, and greater flexibility overall.

Importantly, the NPS programme has provided Victorian Sliders® with valuable insight into exactly what matters most to its customers. The business has learned that while product quality and speed remain essential, customers increasingly value simplicity, communication, transparency, and proactive support throughout the entire customer journey. Scoring a 63.4 as a Net Performance Score is something any business should be really proud of. 

Following the survey, the company made a point of personally following up with customers who had raised queries, concerns, or suggestions. This direct engagement has already helped shape several operational and product development priorities, with customer feedback now actively feeding into Victorian Sliders®’ future product and service pipeline.

Suggestions around discreet ventilation solutions, expanded colour and hardware options, improved aftersales processes, enhanced digital ordering tools, and additional heritage-focused product enhancements are all being reviewed and incorporated into ongoing development plans.

In response, Victorian Sliders® is accelerating several key initiatives:

• Development of a comprehensive online portal for quoting, ordering, and tracking  
• Enhancements to aftersales and remedial service processes
• Ongoing review of pricing structures to maintain competitive value
• Expansion of the product range, including new finishes, features, and complementary products – with 2026 set to be a pivotal year for Victorian Sliders®

“These insights are invaluable,” added Sue. “They allow us to focus our efforts where they will have the greatest impact—making it easier to do business with us, strengthening our support services, and continuing to evolve our product offering. The feedback we received has already driven conversations internally and helped shape the direction we’re taking as a business.”

Victorian Sliders® remains committed to using customer feedback as a core driver of its strategy, ensuring it continues to meet the evolving needs of installers, trade partners, and homeowners alike. This is Victorian Sliders® second consecutive year running a NPS survey, and the engagement from the wider customer base is invaluable and will be an annual exercise to continuously improve the customer experience through both the product and service offering.