What we're all about
At D&G, service is our North Star. We’re committed to providing our customers with exceptional experiences. Our purpose and vision drive us to maintain this commitment, ensuring that we deliver for every customer, every time. We are driving global growth through best-in-class customer and partner experiences
Our vision
To be the global leader in repair and protection solutions, delivering for every customer, every time. That’s what we aspire to – being known as the world-leading experts who provide outstanding service, everywhere. At the same time, we’ll be proud of our positive impact on the planet. And D&G will be recognised as a brilliant, inclusive place to work.
Our purpose
To protect what matters at the heart of every home. Our customers rely on us to keep their daily lives running smoothly. Because we don’t just protect a washing machine or a fridge. We help to make sure their children have clean kit for sports day, and there’s always fresh milk for a cup of tea.
Our strategy is to drive global growth through best-in-class customer and partner experiences
Market Opportunity
We operate in large markets with exceptional potential. We believe there are opportunities for continued growth across all our regions. There is large headroom in the UK for appliance care plans, the US has an addressable market that is five times bigger than the UK and there is further opportunity to scale in Europe.
Driving global growth
The UK is the cornerstone of our business – resilient, cash generative and with strong recurring revenue – and the blueprint for other markets.
Data-led, proactive interventions have been key to maintaining our strong customer retention, helping to grow UK subscription customer numbers to 4.7 million (FY24).
Looking ahead, we’ll continue to develop and implement best practice in terms of customer propositions, pricing and retention to maintain our UK momentum.
Our US business is showing exceptional potential - we reached 100,000 customers in FY24.
The acquisition of After, Inc in June 2023 reinforces our US strategy. It has added critical data and marketing capabilities and deepened our relationships with global manufacturers. Like Whirlpool - we’ve extended our US contract until the end of 2028. On its own, its sales exceed those in the entire UK white goods market and reinforces our conviction that we can replicate our successful UK model in the US market.
Our European business is profitable and growing, with significant market headroom presenting an opportunity to add further scale
Our strategy remains to import best practice from the UK and convert more of the portfolio to subscription policies, generating a recurring revenue stream, an ongoing customer relationship and, over time, a higher level of profit for the business.
Creating best-in-class customer and partner experiences
To achieve our vision, our service must be a step ahead. We deliver good service today, with a high first-time fix rate of 80% and 98% of issues resolved within two visits. We think we can do better.
We’re introducing innovative repair solutions leveraging improvements in our data estate and advances in AI.
Significantly, we see the technology acquired from Nana Technologies Inc. as transformative for our service offering. Over time, this platform will help improve our service and drive widespread change, including enhancements to customer communications and our first-time fix rate (reducing the environmental impact of unnecessary repairs.)
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We continue to modernise our business to become product led, digitally enabled and increasingly data driven.
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We’ll also continue to focus on improving and selectively migrating traffic to our online customer journeys.
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Our data transformation continues at pace, with the potential to drive both top-line and margin benefits.
We’re building our cloud-based, next-generation ‘warranty-in-a-box’ platform.
This will join existing systems and provide greater deployment flexibility in different locations. US rollout is planned to start in FY25, with the UK to follow.
The programme will be accelerated by the acquisition of the repair platform from Nana Technologies Inc. Taking this technology in-house will enable us to better connect with our repair partners and build a superior repair experience for customers.
