Hanson Cement score highly with customers
Latest survey results demonstrate company’s ongoing commitment to customer satisfaction
THE latest instalment of Hanson Cement’s regular customer satisfaction surveys, which was undertaken by MRA Research, the specialist research division of MRA Marketing, has shown that satisfaction among Hanson’s bulk cement customer base has increased substantially.
Hanson have a strong commitment to customer satisfaction and have 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 considered exceptional by any standards.
Overall service levels have also improved, with more than 98% of independent ready-mixed concrete 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 will be 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 their customers.
Hanson also report on the resulting NPS scores to their executive team as well as to the wider HeidelbergCement Group.
In addition to finding out how satisfied customers are with what the company already provides, Hanson ask customers what they think the company could do to exceed expectations and add value to their own businesses. Hanson say this insight is crucial for informing their strategy and helps shape the future direction of the company.
Mark Hickingbottom, national commercial director for bulk cement at Hanson UK, commented: 'I am beyond pleased with the excellent results from the recent customer satisfaction survey, which demonstrate that improvements we’ve made based on the outcome of previous surveys have made a real difference to our customers.
‘However, there’s always room to improve, which is why we’re committed to track customer satisfaction on a regular basis.’
‘MRA are passionate about fact-based marketing,’ said Laura Pardoe, research and insight manager of MRA Research. ‘Properly conducted research is the foundation of good marketing and effective strategic planning. Regular surveys give Hanson the ability to follow through from understanding what needs improving and taking action, to being able to monitor the outcome.’