We have a unique combination of assets which creates a market leading customer proposition
Inputs
Markets
Privileged and exclusive routes to market
Brand
A recognised brand, trusted by partners and customers
Partners
Strong mutually beneficial relationships with partners
Employees
Engaged employees delivering high-quality customer service
Innovation
Robust financial position enabling investment in data and tech innovation
Customers
Relentless focus on the customer experience
Outcomes
• Peace of mind against the cost and inconvenience of appliance breakdowns
• Simple and transparent product range, available via multiple channels
throughout the appliance lifecycle
• Strong net promoter score for repairs of 50 (FY23: 53)
80% first time fix rate
98% second time fix rate
- Ancillary sales driving incremental profit
- Connection to and an ongoing relationship with customers
- Outsourcing of complex, non-core activities
- Additional repair volumes, driving scale within their networks
Average partner tenure of 25 years
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Predictable and profitable growth with good cash generation through new customer acquisition and stable retention
Adjusted EBITDA of £145m
Free cash flow of £58m
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Opportunities to work and learn in a brilliant, inclusive organisation – collaborating and connecting to help customers
8/10 employees say D&G is a great place to work
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Extended appliance lifecycles, reducing the need for replacement
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Circular economy benefits from advocacy and support for recycling schemes
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Volunteering support for local communities
We carry out 2.6m repairs annually