During December 2024 to February 2025 TMT First conducted an extensive client and prospect survey. We gathered feedback on ourselves, the secondary market, client requirements and business outlook.
One of the questions asked was ‘rank these supplier qualities in order of importance’. These are the results.
1. Service, Quality & Speed
Above all, clients appreciate the quality of the overall service offered by a supplier. At TMT First we excel at this. As an independent business since 2006, we pride ourselves on flexibility, getting things right first time and putting the customer first. We demonstrate this by:
- Service – 4.7 out of 5 in our latest customer satisfaction survey.
- Quality – 99% or repairs are right first time (we QC on receipt and on repair completion).
- Speed – average repair time 1.7 days (we hold over £1m in spare parts).
2. Commercial Pricing
‘John Lewis service for Aldi money’ is how one of our clients describes TMT First. Our economies of scale, direct relationships, highly skilled workforce and innovative approach all make TMT First highly competitive.
The introduction of Mobile Component Repair with Samsung has helped reduce screen repair bills by up to £195 per device!
3. Reputation & People
We’ve worked hard to build our reputation and continue to do so. Our Founder Adam Whitehouse is an avid environmental campaigner and champion of skills development, spearheading the Digital Device Repair Technician Apprenticeship.
Our clients benefit from excellence in every business area from Account Management, Service & Repair, Logistics and Finance. TMT First is a multi-award-winning business.
4. Compliance & Security
It might not be exciting, but it is vital when dealing with technology and people’s data. At TMT First we are Cyber Essentials Plus, ISO9001, BlackBelt 360 partner (for data wiping), we operate to ISO27001, are GDPR compliant and we hold Police Vetting NPPV2 Full!
In addition our facility has data and device safeguards including personnel vetting, IT systems, airport style security, 24 hr monitoring and security measures including alarms and physical deterrents.
5. Environmental
TMT First’s mission statement is ‘keeping technology alive for longer’ and working sustainably is at the heart of what we do. Our environmental activity includes:
- Our goal is to become carbon neutral by 2032. We have eliminated single use bubble wrap and replaced with sustainably paper. This has reduced plastic use by 250,000 pieces annually; equivalent to 1.25 tonnes of plastic and 7.5 tonnes CO2 emissions.
- Our Founder, Adam Whitehouse is the Chair for SBEN, the Staffordshire Business and Environmental Network. An organisation whose mission statement is ‘to support organisations to achieve long term sustainability and maximise their business opportunities through innovative environmental activity.’
- Zero landfill Policy – when we dispose of phones and tablets, we strip down to precious metals (with recycling partners including The Royal Mint). Plastics also recycled.
- Mobile Component Repair has led to a reduction in carbon emissions of 1,000,000kg CO2e. We have saved 28,000 batteries, reducing the need to manufacture replacements.
- We are certified to ISO 14001, the standard for environmental management systems.
- Samsung has again awarded TMT First Gold Certification as an Eco Service Partner.
- 30% of the TMT First workforce have passed a Carbon Literacy Course which qualifies TMT First as a ‘Carbon Literate Organisation’. All trainee technicians undertake a Carbon Literacy Course.
- Sustainability awards in 2024 include the Mobile Industry Award. Adam was also keynote speaker alongside Chris Packham at the Climate Expo for Globe Group CIC.
- Adam Whitehouse has recently launched a new CIC initiative. ‘Reboot IT for All’ will offer recommissioned devices to the disadvantaged and aim to increase digital skills. The new CIC will be ‘keeping technology alive for longer’ and simultaneously reducing carbon emissions through maintaining refurbished devices.
At TMT First we not only match but excel in the qualities our clients and prospects are looking for in a partner. But we won’t stop pushing to do better.