Breedon – Customer Satisfaction

Case study
Client Breedon GB Materials
Location UK
Scope Of Work Customer Satisfaction

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.