Residential Showroom

Residential Showroom is part of our Blended Branches business unit and operates a national network of 277 showrooms, serving consumers and trade customers.

Key highlights 2018/19:

  • Continued expansion, both organically and through acquisitions
  • Improved customer service with strategic new hires
  • Enhanced our “final mile” installation of appliances

Key products and services

  • Kitchen and bathroom
  • plumbing supplies
  • Lighting and fans
  • Heating and cooling
  • Consultation, advice and
  • project management
  • White glove, two person delivery

Showrooms display bathroom, kitchen and lighting products and assist customers by providing advice and project management services for their home improvement projects.

Customers include consumers, builders and remodellers. The builders and remodellers utilise the showroom network to help their clients, typically homeowners, to select the products they wish to install for their bathroom, kitchen and lighting projects. These contractors expect Ferguson to understand their business requirements and assist their client through the selection process in our showrooms. We also sell into the new construction market with customers working with us for our significant product range, know-how and the timely delivery of products. In most instances this work is awarded in contracts at the regional or national level.

Over the year we have improved our “final mile” installation of appliances by standardising the process and integrating customer feedback. This has allowed us to create actionable areas of focus to improve customer service. We continue to expand organically and through acquisitions. During 2018/19 we have successfully integrated a number of bolt-on acquisitions into our showroom business. For example, we acquired Capital Distributing in Dallas, Texas which has increased our market share, enhanced our appliance installation services and expanded our local relationships. We also acquired Kitchen Art, a high-end custom kitchen cabinetry design, installation and remodelling business. Its successful integration has given us industry expertise and it will also serve as a centre for further expansion into this market.

A number of other initiatives focused on improving our customer service included online bookings, new hires and after sales care. To enhance the customer experience we have implemented software to allow customers to book online appointments to meet with our showroom consultants in store. We have also made numerous strategic hires of product category experts that will improve customer service.

Ferguson is the market leader with an estimated 11 per cent market share, the next largest competitor is about half of the size.