“The surest sign of a quality brand isn’t service or product but service recovery. A delivery problem, down to the courier, not N.Peal, was courteously and constructively resolved by N.Peal Customer Service. When the item arrived, it was the usual impeccable quality. In the meantime, I had actually bought another item from the store in London as I did need something at short notice. You might say that was extravagant or, perhaps, a clear demonstration that great service isn’t just nice to have. It can also lead to customers happy enough to buy again!”
