Installer Network Quality Programme

The Situation

A European EVSE manufacturer had built a strong product but was losing customers in the UK market. The problem wasn't the hardware. It was the installation experience.

Their UK installer partners were delivering inconsistent results. Some were excellent, others were damaging the brand. Customer complaints were rising, and competitors were winning deals based on "better UK support."

What Was Broken

• No formal installer accreditation or training programme
• Installers had no access to technical support or escalation
• Quality issues were only discovered through customer complaints
• No visibility into which installers were performing well
• No commercial incentive to improve quality

What We Changed

We designed and implemented a complete installer partner programme:

• Created a tiered accreditation system with clear requirements
• Built a product training programme with certification
• Established a dedicated installer support line with fast response SLAs
• Introduced installation audits with feedback loops
• Linked installer tier status to commercial terms and lead allocation
• Built a simple installer portal for documentation and support requests

What Improved

What We Would Do Again

• Make quality commercially meaningful for installers
• Provide genuine technical support, not just documentation
• Audit installations regularly, not just when complaints arise
• Celebrate good installers publicly

What We Would Avoid

• Don't assume installers will read documentation without training
• Don't make the accreditation process so onerous that good installers don't bother
• Don't ignore small quality issues because they seem minor