For a sixth year running Major Owen Ltd. has been awarded Gold for Kubota Dealer Service Excellence.
‘The Kubota Service objective is to provide the ‘Best Customer Service & Support’ in the industry through Dealer Excellence based on technical expertise, product knowledge and professionalism’.
In 2003, Kubota UK introduced the Dealer Service Excellence programme (DSE) to measure each dealers service capability and to improve the standards nationwide to meet Kubota’s, and their customers expectations. The programme has been a success amongst all Kubota dealers and has introduced a positive momentum to customer service and satisfaction.
Biannual grading has now been updated to annual grading for dealers and is based on a scoring system. This system covers all aspects of the service department including customer satisfaction surveys, mechanical training and competency, workshop area and facilities, warranty, and administration.
As North Wales’ main Kubota dealer, Major Owen Ltd. were eager to take part in the DSE programme and joined in 2006, first receiving a Bronze Award in this year for their Groundcare division.
Major Owen Ltd. was established in 1977 by Major Raymond Owen and operated from his Garden Shed in Penrhyndeudraeth. Fast forward 41 years and expansion has continued. Major Owen Ltd.’s site now houses approximately 18,500 sq. feet of covered trading space, incorporating showroom, workshop, parts, warehousing, and administration areas. Currently the company employs 26 people including a team of 14 after sales staff.
Now serving 32 years as a Kubota dealer, Major Owen Ltd. have raised their service level through the years from bronze to gold. This year, they have been awarded the Gold Award in Groundcare and Construction for a sixth consecutive year.
Malcolm ‘Barney’ Barnett, Construction Sales Manager at Major Owen Ltd. says “What a great achievement! I’m very proud of our company. Well done to all the service team and a big thank you to our customers and Kubota UK for helping us to achieve Gold yet again!”
Gordon Smith CE Regional Service Representative for Kubota says “Major Owen achieving Gold in their DSE is good for Kubota and our customers. The award means the after sales at Major Owen are to a high standard and will reassure confidence in our customers that Major Owen technicians are fully trained in Kubota products and equipped with the correct tooling to carry out any after care tasks. Well done to all the staff at Major Owen”