Customer Satisfaction Survey Results NET PROMOTER SCORE
55%
120
PEOPLE INTERVIEWED
A TOP QUARTILE RESULT
We have got a very good relationship on all levels.
I have never had any reason to complain.
Customer
Customer
It is a product with no technical issues & good technical support. Customer
COMPANIES INVOLVED 33
DISTRIBUTORS
40
INSTALLERS
25
DESIGNERS
Customer feedback is what drives us forward
Matt Lightbody Commercial Director
Richard Hodson Site Director
When you’re asked to take part in a customer satisfaction survey it’s unlikely to make you jump for joy but nonetheless your feedback really makes a difference. Thank you to all those that chose to take part in our recent survey; we had more responses than ever and as a result have had lots of useful feedback to reflect on. We’ve now put a plan together to address key areas for improvement in order to further improve our customers’ experience. This infographic summarises the feedback we received and outlines the key improvement areas that we will be focusing on over the coming months. Please do keep giving us feedback.
YOU HAVE TOLD US THAT WE NEED TO DO MORE IN THE FOLLOWING AREAS:
Point of Sale 41%
Sustainability 53.4% CUSTOMER COMMENT: “We would like to know how much is virgin product and how much is recycled product.”
With circularity at the heart of our proposition we have a great opportunity to be the most sustainable drainage system. We will share our net zero carbon roadmap, focus even harder on delivering sustainable outcomes for our customers and communicate consistently about the environmental performance of our products.
One of the areas we scored low in was our Point of Sale. You have said we need to promote our products and services more and one of the areas we need to improve is our merchandising. We will ensure that we improve our presence within key customer locations. Having re-branded recently this is a great opportunity to invest in new merchandising across your networks.
On Site Technical Support 60%
Communication of Innovation 54% CUSTOMER COMMENT: “They should promote the specials more” “There should be more communication and more awareness of their range of products”
You have said we need to be better at communicating about the innovations and service solutions we offer. We will focus on providing more and better information in this area and will use social media to help get our message to you. Follow us on LinkedIn to ensure you see all our future innovations. Click here to see us on LinkedIn.
CUSTOMER COMMENT: “A bit more visibility of the technical sales representatives” “We can do with a construction site visit from the Technical team.”
You have said we need to be more visible on sites and you want more training. Now that we have normal working conditions again will do more in this area, so please contact any of our team and we will happily plan a visit to discuss your projects or do some training.
OUR TOP SCORES ARE:
Customer Service & Order Management 86% Average CUSTOMER COMMENT: “Our relationship is good, they tend to look after us and have an early involvement.” “Everything runs smoothly, Lucy is very helpful and responds straight away”
You have told us you are happy with our customer experience and managing orders. Thank you, it means a lot to the team as they work hard to provide you with the best service.
Product Quality & Technical Performance 86.5% Average CUSTOMER COMMENT:: “They are a good strong product, it’s fire resistant, has strong impact resistance and good noise control.” “Good technical support and the product is the best in the market from a quality point of view.”
We are proud of the quality of our products and it is good to hear that you recognise this. We will continue to develop new products and services with high quality and performance to help you and your projects.
For further information please contact us here: www.pambuilding.co.uk or 01952 262 500 Click here for more information.