2025 Boiler Report Extras

Voice of the Customer

Can there be any better way to grow a business, improve products and build trust than simply listening to customers? 

Yeah, we don’t think so either. And while we can think of examples in the larger business world where companies fall flat by not doing this elementary task, none of them are in the PHCPPros business world.

So another question we asked is this:

• What customer-based feedback has impacted the design of your products?

“Customer input/feedback is always welcomed at Thermal Solutions,” says Daniel Rettig, product manager, Thermal Solutions. “There is no way to improve the existing products or release new products without their input.”

For Rettig, this input and feedback means listening to specifying engineers, contractors and facility owners/operators “to make sure the products we offer are truly needed for most of their applications.”

If manufacturers are not careful, Rettig adds, new products can “become burdened with excess features that are not needed, driving up price to the end-user.”

We heard plenty of other examples of lessons learned listening to customers ­— what most companies call “VOC” for “voice of the customer.” 

“ECR will conduct VOC meetings early on during the development stages of a new product seeking information and suggestions regarding added enhancements or new features,” says Bob Shea, executive director of sales, ECR International. “By listening to these suggestions, we can add functionalities that better meet their needs, making our products more valuable and user-friendly.”

As a global company selling boilers in dozens of countries around the world, Dan Moffroid, director of product management, Bosch Home Comfort, says his company is well-positioned to learn from customers with many different requirements.

“This feedback is consistently shared with our R&D teams in Germany and elsewhere to develop and innovate exciting solutions for next-generation boilers,” Moffroid adds.

In the U.S., Moffroid says common feedback is on how to make boilers quick and simple to both install and service.

“For example, it is quite important that all major components are easily accessible while using as few screws as possible within the product,” Moffroid explains. “Also, certain features such as outdoor reset should be very simple to set up and program.”

Customers are always at the forefront when innovating new products at Lochinvar, adds Robert Wiseman, segment development manager, hydronics, Lochinvar.

“We know that with recent and upcoming regulatory changes, customers are looking for advanced technology that meets their installation needs while also satisfying regulations,” Wiseman explains. “To ensure that our products are doing just that, we recently conducted a VOC analysis. This feedback provided us with in-depth knowledge of the features that are most beneficial to customers. This then allowed us to tailor product design to best fit customer needs.”

Regardless of what they call it, other manufacturers we heard from had their own take on this simple act of listening.

Matt Kleszczynski, director of marketing, Mestek, Inc., says listening to his customers is “instrumental” to product development.

“Essentially every design or design improvement comes from the vast working knowledge and experiences of our valued customers,” he explains. “Whether it’s a feature to make service and installation more user-friendly for technicians or an engineered solution to make our equipment more efficient or more versatile for engineers or a cost-saving feature for end-users, we are always listening.”

Customer feedback “significantly impacts” AERCO’s designs, adds Christian Zapata, product manager, AERCO.

“We actively seek input from various stakeholders, including owners, engineers and technicians, through direct interactions, surveys, and our manufacturers reps to identify pain points and areas for improvement,” Zapata explains.

Most customer feedback that Daniel Torres, regional product director, HTP/Ariston Group and NTI/Ariston Group, hears, is about reliability, quality and simpler products to use.

“We have improved our quality procedures to align with customer expectations as well as improved user interface to help during the installations,” Torres says. “Designing products that are easily installed, maintained and serviced usually has the biggest impact."

New products

Several manufacturers also shared examples of new or improved products that are a direct result of customer feedback.

“When designing [Lochnivar’s] LECTRUS electric boiler,” Wiseman adds, “we incorporated user-forward design elements, including the customizable cascade and low water cutoff.”

At AERCO, customer input influenced the design of the touchscreen interface on the Benchmark E.

“Customers expressed a need for a more user-friendly and contemporary control system, moving away from outdated designs,” Zapata says. “In response, we incorporated a sleek, intuitive touchscreen that enhances the user experience.”

Another AERCO innovation driven by customer feedback is the O2 Trim feature.

“Customers reported issues with combustion quality fluctuating due to changes in outdoor air conditions,” Zapata adds.

To address this, AERCO developed a system that uses an oxygen sensor to adjust the air-to-fuel ratio automatically, ensuring optimal combustion and efficiency throughout the year for greater savings and operational reliability.

“AERCO’s collaborative approach ensures that our products meet market needs and continue to evolve based on real-world usage and feedback,” Zapata says.

At IBC Technologies USA, Inc., Mike Senk says the IBC SUPERFLOW Complete Cascade System is a “great example” of how customer feedback drives product improvements.

“Contractors love the simplicity and reliability of our SUPERFLOW, but wanted an easy way to apply it to larger systems,” Senk explains. “The SUPERFLOW Complete Cascade System includes a unique wireless cascade system for easy setup, common venting using standard vent materials, and a modular rack and manifold system. This wireless system is the first of its kind in North America.”

Contractors are also increasingly interested in replacing noncondensing floor boilers with floor standing condensing boilers vs. using wall-hung units, says Chuck O’Donnell, director of marketing, Laars Heating Systems.

“Laars has taken that feedback and incorporated features that make that process easier,” O’Donnell adds. “The Laars FT Series floor standing combi boiler includes contractor-friendly elements that speed up installation.”

These items include a built-in low loss header; 3-in-1 assembles, which includes pressure relief valves, air eliminators and low water cutoff; thermostatic mixing valve; heating loop pump; and multiple venting options. The controls also include quick set-up control functions and high and low temperature heating demand control for multiple zones.

“By adding such features, many near boiler piping activities can be eliminated,” O’Donnell says, “greatly reducing installation time so a contractor can be more efficient and move on to the next job.”

David Hoskyn, director of product management, Navien, Inc., says contractors always talk about the importance of the ease of installation.

“With our front-mounted control panel, which includes multiple lines of text, we reduce installation time with a built in start-up wizard, along with each setting being clarified on the front panel to reduce the need to refer to the I/O manual,” Hoskyn says. “In addition we offer accessories, such as our boiler manifold, to reduce the installation requirement in near boiler piping.”

At U.S. Boiler Co., contractors also highlighted the need for easier installation and service leading the company to simplify piping layouts, integrate quick-access panels and enhance diagnostic capabilities with its USB-Connect mobile app.

“Customer feedback plays a vital role in our product design process,” says Chris Decato, product manager, U.S. Boiler Co. “We are committed to continuously improving our offerings based on feedback from contractors, wholesalers, engineers and manufacturers reps.”

In addition to the changes Decato mentions above, customer feedback also led to the launch of the Alta DHW Piping Kit, which provides preassembled piping solutions.

“This kit includes boiler connections, purge/drain valves, a relief valve and a mixing valve in one compact package,” Decato adds. “It streamlines installation and reduces field connections, saving time for contractors while seamlessly integrating with our Alta combi units.”

Mike Boyd, product manager, Weil-McLain, reports that customers looking for product versatility and, in particular, the need for products installed where space is at a premium led the company to create its Simplicity combi boilers.

“The innovative Simplicity unit is versatile because it can be installed as a tankless water heater, a ‘space heating only’ unit or a combi unit that can satisfy both space heating and domestic hot water needs in one cabinet,” Boyd adds. “This unique product line provides the contractor flexibility to match multiple types of applications with only one unit to buy, know and maintain.”

For ease of installation and service, Weil-McLain equipped the Simplicity combi boiler with a text-based, touchscreen control with connectivity ability via Bluetooth, accessed after downloading the Weil-McLain ProTools App.

“This allows contractors to view operational logs that monitor system performance, provides access to all product and warranty information and offers an option to video chat in real time with our experienced tech group to quickly help resolve any operational issues,” Boyd explains.

To most manufacturers, VOC means listening to installers, specifiers, reps and distributors; however, Rinnai developed a product innovation by listening to the ultimate customer, the end-user.

“Combi boilers generally promote the claim of ‘domestic priority,” which means that the call for domestic hot water takes priority over central heat production,” says Jason Fitzsimmons, national heating sales director, Rinnai America Corp. “This has generated dissatisfaction with homeowners who have hot water usage that takes long periods of time resulting in no home heat during this period.”

Rinnai answered this challenge by incorporating a proportional valve, which allows for simultaneous domestic hot water and central heat.

“This unique valve uses an algorithm to determine the domestic hot water demand and the central heat production to allow both to operate at the same time,” Fitzsimmons adds. “Should the demand for hot water exceed the threshold for distribution, the boiler will provide 100% domestic hot water.”

Product Innovations

Our survey also asked manufacturers this question:

• What types of product innovations have you incorporated into your product line?

Here are the manufacturers’ comments verbatim:

“One key innovation is our CFR boiler, which was developed in response to the now vacated regulations. It won this year’s AHR Innovation Award and offers a great steppingstone to transition to high-efficiency boilers without requiring the budget for a full infrastructural upgrade right away.

“Another significant innovation is the AERCO Benchmark E, launched last year. It has gained popularity due to its ease of installation compared to heat pumps. It fits directly into the footprint of older noncondensing products, making it a convenient option for those looking to switch to electric heating without extensive modifications.

“Benchmark E also allows for a hybrid electric and gas boiler plant to provide flexibility for customers to incorporate electrification gradually as the grid adapts to increased demand. This hybrid approach can also help manage operational costs by taking advantage of varying fuel rates.

“Additionally, we’ve introduced Sequoia, an immersed electrode boiler for industrial applications. It offers the same capacities as large gas-fired industrial boilers, but is easier to retrofit than heat pumps, especially in spaces with limited room.

“Benchmark E, Sequoia and CFR reflect our commitment to providing energy efficient, flexible, and easy-to-install solutions for our customers.”

—Christian Zapata, product manager, AERCO

“Bosch boilers prioritize quality and reliability above all else. This is exemplified by our Greenstar line of residential condensing boilers, which have our Bosch-designed and manufactured heat exchangers. 

“The Greenstar heat exchanger is unique in the market in that it uses silicon in the alloy mixture to both increase efficiency and extend boiler life. The resilience provided by this solution allows us to only recommend servicing the heat exchanger once every five years, whereas most boilers on the market have a service interval of only one year.”

—Dan Moffroid, director of product management, Bosch Home Comfort

“When ECR introduces new products, we seek to address unmet needs or offer unique benefits that will provide our customers flexible piping and venting options to simplify installations limiting labor hours.”

—Bob Shea, executive director of sales, ECR International

“The main product innovations have been focused on simpler and easier installations for the contractors. Easier user interface, set-up help etc. are important innovations.

—Daniel Torres, regional product director, HTP/Ariston Group

“Our latest product innovation is the SKY-35 hybrid system control, which controls the operation of gas boilers, electric boilers, and heat pumps to provide comfort in the most efficient manner.

“Our engineering team has successfully developed a hybrid controller that encapsulates their years of hydronic expertise. This innovative solution empowers inexperienced contractors by providing them with the knowledge and tools necessary for effective system management. By streamlining complex processes, the controller enhances operational efficiency and reduces the learning curve for new professionals in the field. 

“Ultimately, this advancement represents a significant leap forward in making hydronic systems more accessible and manageable for all contractors.

—Mike Senk, product specialist, IBC Technologies USA, Inc.

“Laars recently added domestic hot water Smart Priority technology to the FT Series boiler platform. This technology evaluates operating conditions and allows for simultaneous domestic water and space heating production when the domestic water does not need the full input of the boiler.

“Traditional control strategies stop space heating while the domestic water demand is satisfied rather than continuously heating the living space like the FT Series does. This results in an evenly heated living space while providing ample domestic hot water.”

—Chuck O’Donnell, director of marketing, Laars Heating Systems

“Commercial customers nationwide are eager to take advantage of high efficiency electric boilers that save money and reduce their carbon footprint. 

“Lochinvar continues to introduce new, high efficiency technologies like our LECTRUS Commercial Electric Boiler. The LECTRUS unit is the first light-commercial electric boiler designed and manufactured entirely by Lochinvar.

“Available in a kilowatt (kW) range from 15 kW to 150 kW, the LECTRUS boiler is designed to fit a variety of installations. The unit can be installed in any indoor environment without losing performance — even in below-freezing ambient conditions. This versatile unit is ideal for organizations seeking sustainable alternatives to natural gas or propane.”

—Robert Wiseman, segment development manager, hydronics, Lochinvar

“Our vast boiler and water heater product lines are well positioned as they stand. Essentially every feature and benefit applicable is available in through our integrated control platform. 

“The capability to communicate with electric-based systems adds a whole new approach to the equation. Whether gas-fired boilers and heat pumps or gas-fired boilers and electric boilers, Mestek’s HeatNet control platform will be able to control not only traditional applications, but also hybrid applications meeting the demands of every region across North America.”

—Matt Kleszczynski, director of marketing, Mestek, Inc.

“We continue to improve the user interface on our products, including the residential boilers with our multi-line display, and the commercial boiler with the touch screen interface. This allows the contractor to quickly set up the installation, or work through any diagnostic information. 

“In addition, this year we are launching our commercial boiler in four sizes from 500,000 to 1 million BTU/h, which will have a larger touch screen display (10.1 inch) with built-in Wi-Fi capabilities and BMS options.

“We also have our MultiKit now available, which is a service tool that allows the contractor to connect their phone to the control through Bluetooth, providing operation and service information, along with firmware updates when needed.”

—David Hoskyn, director of product management, Navien, Inc.

“We have mainly focused on user experience and serviceability of our products. Our aim is to make our products the most reliable and simple products to install in the market.”

—Daniel Torres, regional product director, NTI/Ariston Group

“Rinnai’s new I-Series Plus Boiler Line comes with a built-in Bluetooth connection to assist in the set-up of the boiler through an interactive app. 

“Additionally, Rinnai’s SmartSense Adaptive Gas Technology not only eliminates the need to physically change orifices to set gas type, the valve constantly monitors and adjusts to optimize combustion.

“Homeowners have expressed a desire to have hot water ‘on demand’ and some jurisdictions have required hot water be provided with a recirculation design.

“This recirculation system was often not an option on combi boilers because of the expense of additional parts and controls. Rinnai’s I-Series Plus Combi Boilers come with built-in Smart-Circ recirculation control, providing the best of either dedicated recirc line or an inexpensive thermal bypass valve, eliminating the expense of additional piping and making it an ideal solution for renovation projects.”

—Jason Fitzsimmons, national heating sales director, Rinnai America Corp.

“At U.S. Boiler, we continually integrate the latest innovations into our product lineup.

“Recently, we launched our Ambient series, featuring an electric boiler and an air-to-water heat pump system. These advanced products support industry-wide decarbonization and electrification goals.

“As AWHP technology gains traction, a key focus has been integrating AWHP systems with hydronic boilers. Our Ambient Dual Fuel controller is a prime example of this innovation. It allows seamless integration between the two systems, enabling them to switch automatically based on system demands.

“This ensures optimal performance and efficiency while meeting the evolving needs of the hydronics industry.”

—Chris Decato, product manager, U.S. Boiler Co.

“A key trend driving the next generation of home comfort is the convergence of heat pumps and boilers, fueled by advancements in split-system air-to-water heat pump capabilities and market incentives.

“These evolving heat pump systems are expanding their reach, making them viable even in colder climates where traditional gas boilers dominate. 

“Additionally, a major opportunity lies in optimizing grid interactivity — allowing for dual-fuel capabilities that offer flexibility for both homeowners and utility providers.

“In response, Weil-McLain has developed an ECO hybrid dual-fuel offering designed to meet these emerging demands.

—Mike Boyd, product manager, Weil-McLain

Training Options

Training is always of great interest to our readers. So a new question we asked our manufacturers for 2025 was this:

• What training programs, tools or resources are you providing to contractors, wholesalers, engineers, and manufacturers reps?

Here are their verbatim responses:

“We offer a wide range of training programs tailored to various audiences, including service technicians, contractors, engineers, rep firms, inspectors, end users, and even our internal teams such as new hires and the tech support team.

“Our training formats are diverse to meet different needs and preferences. We provide hands-on training and online courses through our 24/7 Learning Management System with hundreds of courses, including CEU classes for engineers. We also offer virtual training, Lunch and Learns, webinars; and on-site training at our customers’ locations, directly on their boilers.

“Our training goals are clear: to increase product sales, reduce warranty waste, provide ‘just in time’ training, adhere to a ‘fix it right the first time’ philosophy, support our customers, and improve the onboarding experience for new team members.

“We believe that efforts like these ensure that our partners and customers are well equipped with the knowledge and skills they need to get the most out of the AERCO products that they’ve invested in.”

—Christian Zapata, product manager, AERCO

“At Bosch we are fortunate to have the scale to have trainers located throughout the country. While our primary boiler training site is based in Londonderry, N.H., for both classroom and hands-on live-fire training, our remote trainers are able to respond quickly to provide on-site training for contractors and others where needed.

“We also have a growing library of how-to videos and bulletins on our website to help our customers get all of the information they need the moment they need it.”

—Dan Moffroid, director of product management, Bosch Home Comfort

“We offer hands on training in our training facilities, one located in Utica, N.Y., and one in Dunkirk N.Y. Our field service techs travel to wholesalers for on-site training. We offer PowerPoint training presentations as well as an online portal for contractors to reach training resources.”

—Bob Shea, executive director of sales, ECR International

“Our North American training team is involved with technical and application training for all territories we have customers in. We are also enhancing/improving our digital library of troubleshooting and maintenance videos to help assist customers in the field.”

—Daniel Torres, regional product director, HTP/Ariston

“At IBC, we are proud to announce the launch of a new 6,000 square foot training facility, the Innovate Learning Center. This facility has been designed to provide contractors with comprehensive training on our products and the hydronic industry. The ILC features state-of-the-art equipment and includes a dedicated hot room with live fire units, allowing contractors to gain hands-on experience in a controlled environment. We are committed to equipping industry professionals with the knowledge and skills they need to excel in their field.”

—Mike Senk, product specialist, IBC Technologies USA, Inc.

“Laars is committed to providing training for our customers and representative partners. The Laars Customer Center located at our headquarters (Rochester, N.H.) offers training courses across our residential and commercial product lines.

“These courses include installation best practices, boiler commissioning, troubleshooting, and repair on live fired equipment where attendees can conduct hands on learning.

“Training is also offered at various locations across the country all year long. Training can hit the road as well; Laars has multiple mobile training trailers equipped with boilers inside, ideal for training sessions at customer locations.

“There are also plenty of online training videos that customers can watch.”

—Chuck O’Donnell, director of marketing, Laars Heating Systems

“Lochinvar continues to be an industry leader in both online and in-person training programs.

“LochinvarU.com is our online resource that offers on-demand educational content to engineers, wholesalers, installers, field technicians and customers who want to better understand our products. This readily available content provides contractors with quick answers to common questions for easy in-the-field training.

“Meanwhile, Lochinvar University provides the opportunity for industry professionals to visit our facilities for hands-on training that takes a deeper dive into product features and installation best practices. As we continue to innovate our product technology, we’re working in tandem to ensure our training also highlights the latest advancements so customers feel confident working with new products.”

—Robert Wiseman, segment development manager, hydronics, Lochinvar

“Mestek, Inc., has been an industry leader in training for 25-plus years through The Reed Institute Educational Center. From hands-on technical training to accredited (PDH), nonbiased application training, we have programs to educate all facets of the industry.  All of our training is free of charge and always has been as we view it as a critical entity to our entire industry.”

—Matt Kleszczynski, director of marketing, Mestek, Inc.

“Navien has always been focused on training, not just features and benefits of the product, but also installation and service.

“We have dedicated trainers in all the territories across North America, along with empowering our manufacturers with equipment and the ability to train across all of our products. Many of our local reps have also installed live fire equipment in their facility, or have mobile solutions to take the product to the contractor.

“In addition, we offer service parts kits for every one of our series of products, and these are often offered at a discounted price or free of charge at higher level trainings.

“Our marketing team works closely with the sales and training teams to ensure the products and promotions are offered to improve the contractors ability to sell and service the products. One example is our Navien Rewards program, which contractors can earn points to purchase parts kits, apparel or marketing materials.”

—David Hoskyn, director of product management, Navien, Inc.

“We have a team of trainers who travel the different territories training on all of our products. They train our reps, and our customers to be able to support the products once installed. We also have enhanced our video library online that walks through some basic troubleshooting and maintenance steps on all products. We continue to grow the library based on requests from the field.”

—Daniel Torres, regional product director, NTI/Ariston Group

“Rinnai has a legacy of investing in the training of professional installers. Training ensures the best experience for the installer and a quality system for the homeowner. Training is provided in-person locally and at Rinnai Live-Fire Training Dojo in Peachtree City, Ga. If in-person training is not possible, self-paced learning can be done online through Rinnai Learning Management System.”

—Jason Fitzsimmons, national heating sales director, Rinnai America Corp.

“We offer comprehensive training and resources to support contractors, wholesalers, engineers and manufacturers reps.

“Hands-on training sessions at our Lancaster, Pa., facility cover installation, service and diagnostics, while live webinars and on-demand tutorials provide flexible learning options.

“To empower contractors working with our condensing products, we developed the USB-Connect mobile app. It offers product documentation, troubleshooting guides, spec sheets, installation manuals and startup wizards. Installers can even connect directly to the boiler to view and update system parameters.

“For manufacturers reps, we provide sales training on product differentiation and regulatory compliance.

“We also participate in trade shows and regional roadshows to deliver in-person demonstrations and updates. These tools and programs ensure all stakeholders have the expertise to succeed in the field.”

—Chris Decato, product manager, U.S. Boiler Co.

“We collaborate closely with channel partners to enhance technical skills for installation and maintenance, and to ensure correct product selection through ongoing education.

“On the product side, Weil-McLain is addressing the skilled labor shortage and improving field productivity by innovating product designs with ‘plug and play’ technology and streamlining installation, troubleshooting and replacement processes for greater reliability and ease of use.

“To support contractors, engineers and facility managers, our technical training team offers a variety of educational resources covering topics such as maintenance, standard components, technological features and installation tips.

“Contractors registered in the Weil-McLain Advantage Program can access training modules 24/7, while in-person distributor training events and the popular School of Better Heating contractor sessions provide additional ‘hands-on’ learning opportunities. Together, these efforts aid operational efficiency of our channel partners, some of which might be experiencing labor challenges.

“The Weil-McLain ProTools App serves as an essential tool for contractors and heating professionals, offering easy access to product manuals, fault conditions for troubleshooting, how-to videos and service part assistance. It has become a comprehensive resource for boiler installation and maintenance, helping professionals enhance their hydronic expertise on the go.”

—Mike Boyd, product manager, Weil-McLain