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Forterra

Customer satisfaction research to measure KPIs across a range of products

As a leader and innovator in the construction industry, Forterra pushes the boundaries of manufacturing, service and logistics, creating the building blocks for life’s essential structures. With 17 manufacturing facilities in the UK and employing approximately 1,600 people Forterra’s brands include London Brick, Jetfloor, Ecostock and Thermalite.

During our relationship with Forterra, which stretches back almost 15 years we have managed their customer satisfaction research programme using our team of skilled tele-researchers. This research has enabled Forterra to measure and react to performance issues and has been fundamental in a number of service and product improvements for its customers.

Our brief

“Conduct qualitative customer satisfaction research across Forterra’s diverse product range and customer base.”

  • Forterra, previously Hanson Building Products, is one of the UK’s leading manufacturers of building products for the UK’s construction industry.
  • To measure their customer satisfaction performance against SMART objectives and KPIs the customer research is conducted by telephone by our team of researchers.
  • In addition to providing valuable insight and comparative data across product ranges the research also highlights any areas of concern that can then be addressed directly.

Our brief

“Conduct qualitative customer satisfaction research across Forterra’s diverse product range and customer base.”

  • Forterra, previously Hanson Building Products, is one of the UK’s leading manufacturers of building products for the UK’s construction industry.
  • To measure their customer satisfaction performance against SMART objectives and KPIs the customer research is conducted by telephone by our team of researchers.
  • In addition to providing valuable insight and comparative data across product ranges the research also highlights any areas of concern that can then be addressed directly.

The delivery

“Establishing key areas of service and product quality to be monitored we worked with the senior management team at Forterra to develop and test the relevant questions sets dependent upon product range.”

  • We built a bespoke database to manage all data sets and to accurately record responses.
  • All calls are completed at a time to suit the interviewee and where necessary calls are rearranged for convenience. As many of the interviewees are ‘on the ground’ it is not always convenient to take calls.
  • Once all calls are complete we plot responses and develop a bespoke report for each product set, with results analysed and compared against the previous report.
  • This report is then presented to the Forterra management team, with an analysis and recommendations based upon results.

The delivery

“Establishing key areas of service and product quality to be monitored we worked with the senior management team at Forterra to develop and test the relevant questions sets dependent upon product range.”

  • We built a bespoke database to manage all data sets and to accurately record responses.
  • All calls are completed at a time to suit the interviewee and where necessary calls are rearranged for convenience. As many of the interviewees are ‘on the ground’ it is not always convenient to take calls.
  • Once all calls are complete we plot responses and develop a bespoke report for each product set, with results analysed and compared against the previous report.
  • This report is then presented to the Forterra management team, with an analysis and recommendations based upon results.

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Ready to start your journey Uppwards?

If you need an outside perspective to understand how great b2b marketing thinking can help your business get to the next level, then let’s talk.

hello@uppb2b.co.uk

Ready to start your journey Uppwards?

If you need an outside perspective to understand how great b2b marketing thinking can help your business get to the next level, then let’s talk.

Call   0161 786 8040 hello@uppb2b.co.uk
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