Customer Satisfaction Satisfaction Index TM league table 50.0% 60.0% 70.0% 80.0% 90.0% 100.0% Survey 2009 At we re working hard to change the way we run our business to give you the best possible service, first time, every time. Last year we asked you to take part in our customer satisfaction survey so we could get a better understanding about what we do well and where we need to make some improvements. We ve put this summary together to show you what we found out and what we re going to do with the results. 2012 target: 85.0% 2009 score: 82.1% 2008 score: 80.0% 2007 score: 79.1% Understanding what s important to you and how we can do things better is vital for us to improve our service, so, a big THANK YOU to everyone who took part! Table shows s customer satisfaction scores in comparison to other organisations on The Leadership Factor s database. Working harder for You told us that this year you re the happiest you ve ever been with our service, but we ve still got more to do to reach our targets for 2010 and beyond. you
Why do we conduct a survey? Our aim is for you to see as the best building materials supplier in the UK. To do this we need to know what you think makes a great supplier and then look at how we measure up. Your feedback helps us to understand how we can deliver a service that really benefits you and your business. Who takes part in the survey? This year we surveyed over 396 customers from across the UK. Customers representing all regions of the country and all customer groups were chosen at random from our database to make sure the results we get are objective and unbiased. 50% 13% 13% 13% 11% Merchants & Distributors Housebuilders Specifiers Sub Contractors Main Contractors What does the survey tell us? The survey looked at 23 key areas and we asked those of you taking part to rate your satisfaction for each on a scale of 1 to 10. For most customers, ordering and delivery were clear priorities, while for specifiers the availability of product information and technical advice were really important. Understanding these priorities helps us to work harder on the areas that really matter to you. Their overall performance is good, the product is good, service and delivery is good, and the relationship from their people is good. They go that extra mile Distributor 1
Successes of 2009 Overall we ve done really well this year. The Leadership Factor, who carried out this survey on behalf of, maintains an index of more than 500 of the customer satisfaction surveys it completes for all the companies it works with each year and we re now in the top 36% with a score of 82.1%. This year our range of products scored the highest out of all the manufacturing companies in the Leadership Factor s index, and over half of our customers rated as better or the best company compared to other suppliers. Notification of delivery changes and effective handling of complaints were the two biggest areas of improvement in this year's survey. These were identified as priorities for improvement for 2009, which just goes to show how effective your feedback has been in helping us to improve our service. Satisfaction Index 82.1% Highest satisfaction 8.92 8.82 8.82 8.80 8.78 8.76 Products match the order Technical performance of the products / product quality Range of products Accuracy of delivery documentation Availability of product literature Accuracy of invoicing Scores shown are out of 10. What could we do better? Wherever customers gave us a score below six out of ten, we probed further to find out what we needed to do to improve. Many of you said that you wanted us to work on training our sales teams so that they would be more effective at answering your questions. You also told us that we needed to work on our communications, firstly making it easier for you to get in touch with us, and secondly being more proactive about getting in touch with you for delivery and product changes. I know that they have ironed out the delivery problems that they had two years ago. is now a more efficient company to do business with than before Lowest satisfaction 7.93 7.82 7.73 7.53 Ease of contacting your main contact Effective handling of complaints Notification of any delivery changes Updates regarding product changes Merchant Scores shown are out of 10. Whilst we ve made significant improvements in how we manage complaints, you ve told us that this is something we still need to work on. Understanding where we ve gone wrong is the best way for us to improve the service we give you, so we ve committed to further invest in feedback and response services. As always, we ll also be investing in improving the technical performance of our products and the range, so we re continually bringing you the very best innovative ideas. 2
Bringing you better service We know that the products and services we provide have a direct impact on you and your business, that s why we re working specifically on those areas that you told us we need to improve on. You ll notice that some of these areas are the same as last year, and although we ve made some significant progress with these, we recognise that we need to go further to bring you the best service. 1 Changes to your delivery We know how frustrating it can be when the products you order don t turn up when you expect them, especially when you re ready to start working. We ve already made some changes; like implementing SAP to improve stock accuracy, reducing stock errors by 70% and training our loading teams to help reduce errors in loading. But we still want to improve. Our priority is to keep our promise to you, and to make sure we can do this, this year we ll be: Implementing an electronic tracker system on our vehicles to be able to give you real-time delivery notification. Using electronic display boards in our customer service centres to provide instant information about the location of deliveries, helping us to proactively notify you when anything changes. Working on a joint project with our hauliers to bring you Electronic Proof of Delivery, so we get instant information about your delivery as soon as it arrives and any problems can be fixed straight away. Mehul Barot and Jenny Perrell, part of s Customer Experience Team, dedicated to effectively managing your complaints. 2 Managing your complaints We know we don t always get things right first time and you ve told us that we need to be more effective at fixing things when they do go wrong; we need to be quicker and get better at telling you what we re doing. Last year this was a key area of change and improvement. We introduced a team of Customer Experience Managers who are dedicated to effectively managing your complaints, we use root-cause analysis tools to help us avoid making the same mistake twice and we introduced a post-complaint feedback survey so we understand how we can make further improvements. This year we want to make it easy for you to make a complaint and use your feedback to change our systems, processes and services so that we can meet and exceed your expectations every time. This year we re going to: Make it easier for you to register a complaint by clearly communicating our process for complaining, so that you always know where to go to get the support and help you need. Continue with our root-cause analysis to identify how problems have occurred and try to stop them happening again. Drive the complaints handling process across the business, so no matter who you talk to we ll always be able to find someone to help. If you do have a complaint, please get in touch with us on 0800 225 225. 3
3 Building relationships This year you ve been really positive about the way we ve worked together and the improvements we ve made to the effectiveness of your contacts and the ease of getting hold of them. But you also told us that we re still not as good at these as we need to be. Sometimes it s still difficult to get hold of us, and when you do get in touch we re not always equipped to give you the answers you need. I would choose to recommend due to a combination of good liaison with the service representative, as well as the level of technical assistance that is provided Main Contractor So, in 2010 you ll see us making a real effort to improve these areas by: Taking our technical training programme further and equipping our Sales Team with more technical knowledge and understanding. This means your contacts will now be able to offer even better practical advice. Regularly reviewing customer contact data to make sure we can see as much and as many of you as possible. Investing in account management training to give your contact the best skills to help you and your business in the best way we can. Your satisfaction... Every year we learn more about you and the areas of our service you d like us to improve. Our business is only as good as the people within it and that s why we think that sharing the results of the survey with our employees is really important. We want to engage our team to deliver the best service they can, making sure we use their ideas to help us improve our products, systems and services too. 4
What would you like to see? Listening to our customers isn t just about annual surveys. It s about finding out what you think, need and want to see, all year round. So, if you d like to give us your feedback on anything at all, it s easy to get in touch. Call us on 0800 298 7208, or email us at bgfeedback@bpb.com. And if you have reason to complain, we d like to hear about it so we can put things right. Get in touch with our Customer Service Centre on 0800 225 225. We want to thank you again for taking part in our research. What you think about us is really important and without your feedback we wouldn t be able to improve. We look forward to working with you throughout 2010 and hope you ll share your feedback again when we conduct our annual Customer Satisfaction Survey later this year. Technical enquiries Drywall Academy East Leake Loughborough Leicestershire LE12 6HX Telephone: 0844 800 1991 Fax: 0844 561 8816 Email: bgtechnical.enquiries@bpb.com Training enquiries: 0844 561 8810 www.british-gypsum.com FM 52358 February 2010 3799-CF-01 A Saint-Gobain Company BRITISH GYPSUM A BUSINESS SUPERBRAND SINCE 2008