Customer focus

Market and customer focus is one of our four strategic drivers.

We want to be the best building material supplier as defined by our customers.

We believe in forming long-lasting relationships, sharing expertise and improving the delivery of sustainable buildings.

Customer satisfaction and feedback

We employ a number of initiatives to help us understand the extent to which we are meeting customers’ expectation of our products, systems and services. Two of these initiatives are our Customer Experience Team and our Customer Satisfaction Survey.

Customer Satisfaction Survey

Our annual Customer Satisfaction Survey is one of the ways we collect information from our customers. Since 2007 we have asked customers to ‘have their say’ through a telephone survey that covers 25 topic areas. The feedback we get from this survey directly influences our “Priorities for Improvement” – an annual program to develop our customers’ experience.

We are committed to making improvements directly based on the analysis of this feedback and in 2015 we will be working on the following “Priorities for Improvement”:

  • Effective handling of complaints
  • Notification of any delivery fails
  • Your experience with your driver

We saw an increase in customer satisfaction in 2014, and  we retained a spot in the top quadrant of the Satisfaction index – an independent league table collated by the Leadership Factor, experts in measuring customer satisfaction. Not only that, but we scored the highest of all benchmarked manufacturing companies for our reputation and our product range.

Customer Experience Team

Our Customer Experience Team work with relevant departments across the business to ensure our customers get everything they need when working with us. They help to identify trends in feedback that allows us to improve our products, systems and service.

British Gypsum Corporate Social responsibility