Our Customer Care Policy

At KORE we are totally committed to customer care.

KORE are committed to providing a high-quality product and service to our valued customers. We proactively strive to provide products and services in which our customers can have full confidence. We aim to set clear standards of service and to regularly review and improve performance. Our customer care policy outlines our promise to you, highlighting the values that guide our interactions and the standards we uphold. Key aspects of our customer care policy include:

  • Vision, Mission and Values

  • Customer Centric Approach

  • Accessibility

  • Quality Assurance

  • Customer Communication

  • Delivery

  • Technical Support

  • Environment and Quality

  • Health and Safety

Our Vision

To be a driving force for positive change in the construction industry through our people and products.

Our Mission

To provide innovative products and services that empower and enable the adoption of modern methods of construction, minimise carbon emissions and deliver a more sustainable future for generations.

Our Values

  • Customer Focused

  • Integrity

  • Ambition

  • Innovation

  • Agile

  • Accountability

  • Enthusiasm

  • Work Smart

  • Teamwork

Customer Centric Approach

We want them to feel happy, satisfied, cared for, safe and secure. It is our mission to ensure that our customer does not feel frustrated, unheard, unhappy, afraid, nervous, unsafe, or stressed. We prioritise yours needs, aiming to understand and exceed your expectations. Each customer has a key account manager. We value our customer feedback and we actively seek and appreciate our customers input.

Accessibility

We provide a wide range of products and services and aim to deliver the best possible service to all our customers. We will strive to ensure that no customer is unable to use, or is disadvantaged in accessing, our products and services. We will consult regularly to review customer needs and requirements. We will act to avoid and eliminate discrimination against any customer.

We measure and assess our accessibility by:

  • Customer satisfaction questionnaires

  • Customer complaints, compliments and comments – received directly to employees and online

We aim to improve our accessibility through:

  • Promoting the use of direct dial lines and voicemail facilities

  • Responding to all queries on the same business day

  • Maintaining an accessible complaints procedure

  • Developing the use of technology for provision of information to our customers

  • Continuing to develop our online services

  • Researching customer needs and market trends

  • Using infographics where possible in communications to aid understanding

  • Providing staff training on accessibility and including it in personal performance targets

Quality Assurance & Continuous Improvement

We are dedicated to delivering high quality products and services that meet or surpass industry standards. Our quality management systems are ISO accredited and third party verified. Rigorous quality controls measures are in place to ensure consistency and reliability. Training and development of our team and contractors is a priority for our organisation. We are focused on continuous improvement throughout the organisation.

Communication & Transparency

We have an open communication policy in the organisation and customers are given ample opportunity to communicate with all members of our team. We set out information about our products and services clearly and simply so that all our customers can understand it and make informed decisions. This includes information on how to complain or give feedback about our products and services. We promote the use of plain language for communication medium. We correspond in a professional, timely and efficient manner.

We can be contacted by telephone, email, via our website or by letter.

Timely Delivery

We respect our customers time and strive for timely delivery of products and services. In the event of any delays, we will communicate proactively and work towards a swift resolution.

Data Security and Privacy

We prioritise the security and privacy of your data in accordance with General Data Protection Regulations (GDPR). Stringent measures are in place to safeguard your information. We do not record any conversation without first notifying our customer.

Customer Complaints

  • In the first instance complaints may be made in person, over the telephone or in writing/email as determined by the customer and we will keep a record of all complaints received

  • Complaints will be responded to with the aim to resolving the complaint promptly. The target response time is 24 hours. A member of the team will discuss the complaint with the customer and agree a suitable resolution.

  • Person(s) affected by the complaint should be fully informed of all facts and given the opportunity to put forward their case.

  • Once the complaint/ issue is resolved the complainant is informed of the measure taken.

  • Unresolved complaints are escalated to Management.

  • Management will further investigate and prepare a response to the complainant within a reasonable time frame.

  • Where a customer wishes to appeal a decision relating to a complaint received, they may issue an appeal to KORE.

  • All appeals will be handled by the company directors.

  • All the facts and evidence relating to the appeal will be gathered and presented to the customer.

  • The directors, through consideration with qualified professionals, will address the appeal in full and look to resolve the issue.

  • The customer will be formally informed of the decision made by the directors and will look for the customers agreement.

From our experience there is no issue that cannot be resolved.

Social Responsibility

We are committed to ethical business practices and social responsibility. Our operations consider environmental impact, and we engage in initiatives that contribute positively to our community.

By adhering to this customer care policy we aim to build lasting and mutually beneficial relationships with our customers.

For any questions about our policies or procedures, please contact us at info@koreretrofit.com or +353 49 437 4002.