Research Objectives:
Breedon GB Materials wanted to measure and improve its customer satisfaction level, which had already been identified as high during benchmark research vs. competitors in 2022 and 2023.
The company wanted to:
- Track and improve customer experience quickly and significantly using Net Promoter Score (NPS®) and MRA Research’s CX Suite® of insight tools
- Identify what and where to improve the service/product.
- Create a series of feedback loops (plan, implement, measure, review) to continuously improve and drive-up customer experience and NPS scores.
- Provide measures of customer satisfaction across specific improvement areas identified within its commercial excellence review programme.
Methodology:
MRA’s expert telephone research team conducts 160 telephone interviews a month with Breedon GB Materials’ customers a few days after delivery. Quotas are applied to ensure representation across regions, size (by spend) product types.
As well as measuring Breedon’s Net Promoter Score, the research utilises MRA’s trademarked CX Suite® of insight tools to break the results into specific areas. This helps identify what needs improving and where.
The raw data is integrated into a dashboard, which Breedon’s own teams can access directly to drill down into specifics and identify areas of improvement.
Results and Recommendations:
The NPS has risen by 21% from January to the last quarter (June-September). This takes Breedon from “very good” to now being “excellent”.
Due to targeted service improvements as a result of the research, customers are now rating Breedon Materials’ knowledgeable and helpful staff more highly.
Each region can pinpoint where and what exactly they can improve, benchmarking against the best in company and market.
Breedon incorporates the results into company and management performance objectives to motivate and measure if goals have been met – it’s a key driver of the company’s success.