In the home heating world, reliability and trust are everything. When your household depends on heating oil to keep warm during the colder months, you want a local fuel supplier you can count on. At WCF Chandlers, we take that responsibility seriously. That’s why we measure our performance not just in litres delivered, but in customer trust and loyalty, through our Net Promoter Score (NPS).
WCF Chandlers has a proud heritage built on decades of experience in heating homes since 1911. Being employee-owned means every member of our team has a personal stake in our success, and we all care deeply about the service we provide. From our friendly local drivers to our office staff, every employee is committed to ensuring customers are warm, comfortable, and confident in our reliability. This shared ownership culture drives us to go the extra mile every day.
NPS (Net Promoter Score) is a simple way to measure customer loyalty. It asks one key question: “How likely are you to recommend us to a friend or family member?” Customers answer on a scale of 0–10, and are grouped into three categories:
The score is calculated as:
NPS = % Promoters – % Detractors
Our overall Net Promoter Score is 80, and we’ve been consistently surveying our customers since October 2020, five years of listening, learning, and improving together.
That gives us an NPS of 80.
Scores above 70 are considered world-class. To put it simply, very few companies in any industry achieve this level of customer loyalty. For a home heating oil supplier, where reliability and service matter most, an NPS of 80 means our customers trust us to deliver when it counts.
This reflects the effort we put into:
We’re proud of our promoters, but we also value the feedback from passives and detractors. Here’s what we’re learning and improving:
Passives (9%) – Many are satisfied but not yet raving fans. We’re focusing on making small changes like better communication, extra convenience options for delivery windows, and loyalty benefits to turn passives into promoters.
Detractors (5%) – We take every piece of negative feedback seriously. Whether it’s about delivery schedules or communication, we’re working on solutions and reaching out directly where possible.
At WCF Chandlers, we’re committed to continuous improvement. We are expanding our delivery capacity to maintain reliability even during peak demand, while also introducing more digital tools to keep customers informed in real time. To thank our loyal customers, we offer our WCF Chandlers Fuel Perks programmes, and we continue to invest in our customer service team to ensure support is always fast, friendly, and effective. Whether you live in an off-grid home, run a farm, or need fuel to keep your business running, our goal is the same: to give you a warm welcome and complete peace of mind, knowing your heating oil, agricultural, or bulk fuel deliveries are in safe hands.
Here’s what some of our promoters have told us:
"An excellent company who deliver the service they say will be delivered. Communication is very good, and the delivery drivers are respectful of our property and very friendly."
"The drivers have always been courteous, friendly, speedy and respectful of our premises. The office staff is always very helpful and friendly."
"Very professional, helpful and knowledgeable. I appreciate the automatic reminders, the monthly payment plans and that they always keep me updated on delivery dates times"
"First class service always delivers on the due date. Always best rates and staff are always helpful"
Our NPS of 80 is a milestone we’re proud of, but it’s not the finish line. Our goal is to push even higher, turning more passives into promoters and listening carefully to detractors so we can win back their trust.
To all our customers, thank you for trusting us with your home heating oil needs. We’re committed to keeping that trust, winter after winter.
Charlotte Carratt | General Manager, Sales & Marketing
Paul Green | General Manager, Transport & Operations
With our domestic heating oil services for homeowners, bulk fuel solutions for farms and businesses, and local village buying groups with thousands of members across Lincolnshire, Nottinghamshire, Yorkshire, Norfolk, Northumberland, and the East Midlands, WCF Chandlers ensures you never run out of fuel, whether it’s home heating oil, gas oil for your farm, or diesel for your commercial operations.
Whether you need heating oil for your boiler, red diesel for farm machinery, or commercial fuels and diesel for your business fleet, we have you covered. Across all our depots, we are committed to providing exceptional value and exceeding expectations with our award-winning service. From affordable heating oil to bulk fuel supplies, WCF Chandlers delivers the right solution for your needs.
Get an instant heating oil quote 24/7 with our easy-to-use and secure online ordering system. Simply enter your postcode to see live heating oil prices near you and place your order anytime.
Emergency
Heating Oil: If you run low, we offer express deliveries and kerosene boxes that can be collected directly from our Grantham depot, giving you peace
of mind when you need fuel quickly.
We also
support local Village Buying Groups, allowing you to benefit from more
competitive prices by grouping deliveries in your area. With thousands of
members, our buying groups reduce distribution costs, and we pass those savings
directly to you. Find your local group and join today.
For
complete convenience, we can even manage your fuel levels with the WCF
Chandlers Tank Smart Monitoring service. And if you’d prefer to spread the cost of
your heating oil, consider our flexible Heating Oil Payment Plans, which allow you to secure the best available price and spread the cost over time.
