“A Company That Cares” with top-level customer service award 

Ideal Heating recognised as “A Company That Cares” with top-level customer service award

Ideal Heating has been officially recognised by leading customer experience authority Investor in Customers (IIC) as A Company That Cares — with a top-tier “Excellent” rating across all key performance areas.

The independently verified award highlights organisations that deliver exceptional service and satisfaction, based on direct customer, employee, and business feedback. Ideal Heating received outstanding scores for:

• Understanding customer needs (9.06)
• Meeting those needs (9.19)
• Delighting customers (8.81)
• Engendering loyalty (9.00)

The total score of 9.02 places Ideal Heating among the highest-rated organisations assessed by IIC.

“This is a proud moment for all of us,” said Chris Jessop, Group Customer Relations Director “We’ve worked hard to embed customer care into every part of our business – from product design and engineer training to digital support tools and loyalty programmes. To be independently recognised for that commitment is hugely rewarding.”

The award complements Ideal Heating’s broader customer offer — from its Installer Connect rewards platform to its market-leading MAX warranties, which provide up to 12 years’ parts and labour cover when fitted by MAX-accredited installers. And with the recent launch of MAX Priority, homeowners with in-warranty MAX boilers now benefit from next working day call-outs and priority phone support — giving them faster fixes and extra peace of mind, exactly when it’s needed most.

It’s a service proposition that reflects the wider brand ethos at Ideal Heating — That’s ideal — a commitment to smart design, straight-talking service, and doing right by customers. From accessible technical support and seamless installation to long-term product reliability and meaningful loyalty rewards, the “That’s ideal” promise runs through every part of the business.

The recognition also comes ahead of a first-of-its-kind MCS initiative Ideal will launch next month, designed to make it easier for qualified installers to access the low-carbon market — part of Ideal’s ongoing commitment to supporting the UK’s heat pump transition.

Investor in Customers praised Ideal’s “clear, consistent customer care” and “mature service model supported by digital tools, training and ownership.”

The Professional Customer Experience Assessor who made the thorough assessment of Ideal’s submission also provided glowing feedback: “Ideal Heating is to be commended on your submission—it was outstanding.”

They added that Ideal’s submission was one of the strongest they had assessed in recent years, demonstrating an impressive culture of ownership and a clear, embedded commitment to continuous improvement.

“Customer experience isn’t a one-off project — it’s how we do business,” added Chris. “It’s about connecting the dots before, during and after every interaction, listening properly, and making sure our teams have the tools and culture to act on what customers tell us. That’s how we keep improving — and that’s ideal.”

www.idealheating.com