- Major PLC building contractor and manufacturer operating in the UK and across Europe
- To measure Net Promoter Score and customer service ratings across all the main businesses within the UK.
- To compare and track NPS across these businesses.
- To provide a key performance indicator across a range of businesses.
How we met the objectives
- Interviews with customers of all the UK businesses to assess views and ratings of different aspects of each business.
- Identification of NPS scores for similar operations in the UK to provide a benchmarking measure.
Benefits for the client
- Identified strengths and weaknesses across its UK businesses.
- Used NPS as a tracking measure and key performance indicator.