What you will get when you partner with Novum:
- Service
- Reliability
- Innovation
- Customer Service
Warranty/Parts
Our warranty and parts/delivery service are second to none
| Spare parts delivery | 99.20% |
| In warranty performance | 99.50% |
Results from a recent survey of Novum supermarket customers had a very positive attitude towards our customer service team
Feedback Included:
- “Good People with good attitude”
- “Responsive to requests”
- “Quick to sort problems”
- “Committed to customer’s needs”
- “Trustworthy”
- “With such excellent service, I now know that everything is in hand and I have no worries or concerns. They follow up with production schedules, arrange shipping and service”
- “Novum’s ability to adapt to customer requests”
- “The quality of the device, easy contact with the company, flexibility, great warranty service. Generally good cooperation with the company”
- “They have been very flexible in working with us on planning demand. they are always happy to adjust orders when required”
100% of customers in the research agreed that Novum can provide them with the service and product to support their business priorities. These customer surveys were conducted by independent providers Customer Perceptions (October 2019) and Cathy Winston consultancy (April 2018).
If you have a specific spare parts enquiry you can contact our spare parts team on a dedicated email:
Reliability
Novum takes great pride in regards deliveries on time. Below are key metrics we measure our performance by:
| Metric | Performance |
|---|---|
| CABINET DELIVIERIES ON TIME TO STORE | 98% |
| CABINET DELIVIERIES ON TIME TO WAREHOUSE | 97% |
| SAME DAY DISPATCH | 99% |
When Novum asked its customers through an independent specialist survey company how Novum have added value to their business, feedback included:
“With such excellent service, I now that everything is in hand and I have no worries or concerns. They follow up with production schedules, arrange shipping and service”
“Novum offer us dependability”
Innovating to Meet Customer Needs
Novum has a proud history (both past and present) of innovation and being first in the world for inventing innovative refrigeration solutions. We never innovate for the sake of innovation itself but take a customer centric approach and innovate in response to customer pain points, as illustrated below:
| Customer Pain Point | Solution (Novum Innovation) |
|---|---|
| Staff Downtime caused by freezer defrost cycles | LEAP™ |
| Staff Downtime caused by freezer defrost cycles | LEAP™ |
| Lost sales caused by frosting on packaging | LEAP™ |
| Lost display area caused by Hoar frost | LEAP™ |
| Cost of service engineers | LEAP™ |
| Lost product due to machine breakdown | LEAP™ |
| Lost sales due to food quality | LEAP™ |
| Huge Energy Consumption | LEAP™ |
| Lost sales due to poor visibility | *Glass lid |
| Lost sales due to poor visibility | Curved glass lid |
| Cost of replacing hinges | Novum counterbalanced hinge |
*Novum were the first in the world to use glass lids and curved glass lids on freezers
