“Winning industry awards is always special, but receiving recognition from the people we work alongside every day makes it even more meaningful,” begins James Lane, CEO at dual award winner, Emmiera Group.
“On behalf of everyone at Emmiera Group, I would like to say a sincere thank you to all of our clients, partners and industry colleagues for voting us Best for Customer Service and Best Furniture Care/Repair Provider in the 2026 Furniture News Readers' Choice Awards,” James continues.
“To receive both awards is a tremendous honour, and one that belongs to every member of the Emmiera team. From our customer service advisors and support teams to our field technicians, technical managers and leadership team, everyone plays an important role in delivering the service our clients expect.
“Our philosophy has always been simple – put the customer first. Furniture is one of the most challenging products to support once it reaches a customer's home. Every repair represents an opportunity to protect a retailer's reputation, improve the customer's experience and avoid an unnecessary replacement. That responsibility is something we never take for granted.
“Whilst these awards recognise what has been achieved over the last year, we are equally focused on what comes next. Behind the scenes, our teams continue to invest significant time and resources into improving every stage of the customer journey. We have enhanced our triage process to maximise first-visit fix rates, introduced smarter appointment scheduling to give customers greater flexibility, improved communication and narrowed technician arrival windows so customers know more precisely when we will arrive.
“We have also upgraded our job management systems to provide better information and analysis, helping retailers and manufacturers identify recurring issues and implement preventative improvements. Alongside this, our next-generation mattress inspection technology has now been rolled out nationally, providing an even more accurate, consistent and professional inspection process.
“Every improvement is driven by one objective – making life easier for our clients while delivering the very best experience for their customers.
“Innovation never stands still at Emmiera. We continually analyse performance data, customer feedback and technician insight to identify opportunities for improvement. Whether it's refining our processes, investing in new technology, strengthening communication or enhancing technician training through our in-house academy, our commitment is to keep raising the standard of furniture care across the UK.
“These awards also reflect the strength of the partnerships we have built over many years. We genuinely value the trust our clients place in us every day, and see ourselves as an extension of their own customer service teams. By working together, sharing data, listening to feedback and embracing innovation, we continue to improve outcomes for customers, reduce unnecessary replacements and support a more sustainable future for our industry.
“Finally, I would like to extend my heartfelt thanks to every member of the Emmiera Group team. These awards are a reflection of your professionalism, commitment and passion for delivering outstanding service every single day. Whether you work in customer service, operations, account management, HR, finance, IT, our technical support teams or out on the road visiting customers, your hard work has made this achievement possible. We are incredibly proud of what we have accomplished together.
“To our clients, thank you once again for your continued support, trust and partnership – and to everyone who took the time to vote for us, we are truly grateful. While we are honoured to receive these awards, we remain focused on the future and committed to delivering continuous improvement, investing in innovation and providing the exceptional service that our clients and their customers deserve.
“Thank you for being part of our journey,” James concludes.
Pictured: Emmiera’s office team. Holding the certificates are Natalie Richards (customer service manager) and Samantha Harding (call centre manager)
