Article for Progress Magazine by: FENSA
Operational since 2002, FENSA’s remit of ensuring adherence to Building Regulations relating to replacement windows and doors in England and Wales has not changed.
Protecting the consumer in this way remains a central mission for FENSA and will always be the driving force behind the organisation.
This continuity does not mean the organisation has stood still. As part of the Helix Group (for which continuous innovation and improvement is a guiding principle) FENSA has invested heavily in new initiatives designed to enhance and
complement consumer protection within the glazing sector.
As with so much of innovation these days, technology has had a major part to play. One of the key ways in which FENSA has harnessed available technology has been in the creation of the FENSA Knowledge Hub. This flagship initiative for 2017 has made use of the vast quantity of data (consumer, industry and otherwise) collected by the organisation over the years.
This raw data (previously lying dormant within the FENSA systems) has been repurposed and made available through a secure, user-friendly platform that enables the fast interpretation of that data, revealing valuable insights about individual companies & installers as well as broader industry trends.
The commercial advantages of this system have been quickly acknowledged to the companies who access it (the Knowledge Hub is free of charge to all FENSA members) as sales and marketing opportunities have been revealed along with potential cost savings.
It is great for FENSA to be able to provide tangible commercial assistance to members in this way, however equally interesting are the residual benefits provided by the Knowledge Hub. For instance, because FENSA collects consumer feedback at each inspection, the Knowledge Hub enables the analysis of the consumer experience for each member business. This allows individual organisations to track their performance in terms of customer service and satisfaction, allowing them to see where improvements can be made – or indeed to promote exceptionally good results.
As an organisation principally concerned with consumer protection, FENSA is delighted to contribute to the monitoring and raising of standards in this way, even beyond the original remit of Building Regulations adherence.
Based on the findings of this consumer feedback, FENSA has pushed this agenda further with the introduction of the Installation of the Year award – to be presented at the annual G Awards in November 2017.
In making consumer protection data readily available and easily interpreted, as well as actively recognising excellence in this field – we believe we can drive standards within our sector ever higher. Without intelligent use of data, these insights would be unavailable and we are especially proud to give members direct access to information that helps them improve and enhance
their own businesses.