The latest instalment of Hanson Cement’s regular customer satisfaction surveys, which was undertaken by MRA Research, has shown that satisfaction among Hanson’s bulk cement customer base has increased substantially.
Hanson has a strong commitment to customer satisfaction and has been undertaking regular tracking surveys of both packed and bulk cement every six months for the last five years. The results of the Spring 2019 Bulk Cement survey showed that overall satisfaction improved markedly, with 78% of all customers ‘very satisfied’ – the highest level since the research programme started in 2014.
But the most impressive result was Hanson’s net promoter score (NPS) for bulk cement, which was up from an already good +20 to +55 in the Spring, which is exceptional by any standards. Overall service levels have also improved, with over 98% of independent ReadyMix companies surveyed saying they are likely or extremely likely to continue to use Hanson.
The survey also highlighted some areas for improvement, which were reviewed in detail with the heads of each department involved, such as sales, customer services or distribution, and an action plan developed to overcome the issues raised. Progress is followed up on a regular basis to maintain focus on continual improvement.
Actions taken in the past in response to results and recommendations from the research programme have included consolidating Hanson’s customer service teams into one contact centre and increasing the size of the fleet to improve the service level to its customers. Hanson also reports on the resulting NPS scores to its executive team as well as to the wider Heidelberg Group.
In addition to finding out how satisfied customers are with what the company already provides, Hanson asks customers what they think Hanson could do to exceed expectations and add value to their own businesses. This insight is crucial for informing Hanson’s strategy and helps shape the future direction of the company.
