ADT, the UK's leading provider of electronic fire and security solutions, today announced a major re-launch of its UK website designed to greatly improve the online customer experience whilst providing visitors with easily accessible information and practical advice on safety and security in both the workplace and the home.

As part of a renewed commitment to improving customer experience, ADT committed to a Net Promoter Score (NPS) based on a Customer Satisfaction programme designed to gain direct feedback from end-users to drive continuous improvements within the service delivered to its customers. During the survey, 14,000 ADT customers were surveyed with more than 80 percent both satisfied with the ADT experience and also likely to recommend the company to a friend, colleague or other business.

Following direct engagement with end-users and feedback sessions, ADT has made some major changes to the structure and level of content available online, improving the usability and functionality to enable customers to quickly access information and resources as well purchase a greater range of products through the website.

Online content has also been streamlined, providing visitors with simpler navigation and improved access to sales and contact information. The user-friendly web interface will benefit both potential prospects looking to identify products and services and also customers searching for help and support for their existing ADT solutions.

In March 2010, ADT became a Premier Partner of the Customer Service Network (CSN), one of the UK’s largest and most successful customer service networking organisations.  The CSN brings together more than 300 businesses from all sectors to share best practice and help members identify and overcome challenges; something that ADT believes will help them to continue their efforts for improving the customer experience.

“Getting customer service right is of paramount importance to ADT and following the launch of the NPS Customer Satisfaction Programme last year we are using feedback received from our customers to directly improve processes across the business,” said Dawn Fidler, Customer Satisfaction Manager, ADT. “The relaunch of our website epitomises the customer-centric approach we have adopted. We hope that the new website acts as a useful resource for both consumers and businesses alike.”