Research Objectives:
Breedon GB Materials wanted to measure and improve its customer satisfaction level, which had already proven to be high during previous research.The company wanted to track satisfaction and achieve continuous improvement over time.
Methodology:
MRA’s expert telephone research team conducted telephone interviews with Breedon GB Materials’ customers. Quotas were applied to ensure appropriate representation across the sample.
The research measured the Net Promoter Score and utilised MRA’s trademarked CX Suite® of insight tools to break the results into specific areas. The results were presented in a dashboard format.
Results and Recommendations:
The NPS has risen significantly since the start of the year and Breedon now boasts an “excellent” score. The results are used extensively within the company to motivate staff and drive success.