Residential Showroom

Residential Showroom forms part of Blended Branches and operates a national network of 256 showrooms, serving consumers and trade customers.

Key Highlights 2019/20:

  • Virtual showroom tours and appointments
  • Geo-positioning in trucks to give customers real-time updates on deliveries
  • Enhanced white glove delivery and installation services
  • Improved omnichannel offering linking e-commerce services and the showroom network

Key products and services:

  • Kitchen and bathroom plumbing fixtures
  • Decorative lighting and fans
  • Appliances
  • Consultation, advice and project management
  • White glove, appliance delivery and installation
  • Cabinetry in selected markets

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, designers and remodeling contractors. The builders, designers and remodelers utilize 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 professionals expect Ferguson to understand their business requirements and assist their clients 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.

During the year we expanded our digital capabilities to give customers the ability to independently tour a number of our showrooms online. We have also been conducting virtual appointments where customers can discuss their project requirements and receive advice on different products, designs and specifications from the comfort of their own homes. Many customers have used this service and followed it up with an in-store visit to quickly finalize their purchase, particularly during the COVID-19 pandemic. We have continued to enhance our customer service offering with the addition of geo-positioning in our delivery fleet. Customers can now get real-time status updates on their delivery via email, phone or text. Additionally, we continue to expand our white glove delivery service and are now able to perform installations of a broader range of products while also removing old appliance units.

Our showroom business will continue to focus on leveraging technology to improve the customer offering, both to consumers and the trade. We also look to further develop the omnichannel platform to ensure frictionless interactions across physical stores, online and mobile apps.

Ferguson is the market leader with an estimated 12 per cent market share and the next largest competitor is about a third of the size.

To read more around how our associates live our values in the residential showroom business click here.