Listening to customers

The Building Distribution brands live in step with the times: they adapt to their changing markets and technology by providing new distribution formats and innovative tools.

Measuring customer satisfaction in Building Distribution 

In the United Kingdom, Jewson has created a unique online portal where customers can comment on their experience after visiting a sales outlet. The Jewson Customer Score (JCS) has been introduced at all the brand’s sales outlets. 

Using this innovative tool, the sales outlets have daily access to the comments left by customers. The JCS highlights the sales outlets’ best practices as well as indicating those areas where improvements are needed. In this way, the sales outlets are able to take immediate steps in order to provide customers with the best experience when next visiting a sales outlet, which helps boost sales. 

In the UK, Jewson is the only brand to measure its customer satisfaction on a daily basis. 

In France, Lapeyre is the first nationwide brand to publish service quality figures at each of its sales outlets every day. Customers are invited to leave one or several satisfaction ratings (showroom, quality of advice given, consultant availability, checkout wait times, etc.). The raw scores are collected and published daily on the website. All web users can view them on the sales outlet locater page.

Raab Karcher places the customer’s needs at the center of the business. Sales teams are regularly being trained to ensure the customer experience is constantly improved. Besides, Raab Karcher carries out monthly customer surveys to determine the customer satisfaction.

Furthermore, the new customer experience center queries the individual requests of the customers. All these activities show the focus that is being set on the customer as well as service and efficiency. 

Telhanorte has made changes to its customer satisfaction assessment introduced many years ago in its sales outlets. Instead of face-to-face questionnaires performed by employees in the sales outlet, customers can now rate their purchase experience on touch terminals placed around the outlets. 

Customers engage in this new process all on their own. The questionnaire is more detailed but faster to complete 3 minutes rather than the previous 15 minutes). The information collected is recorded in a database that the manager can consult at any time. The information is a precious resource for managing the sales outlet’s business. 

The Building Distribution Sector is standardizing and conducting a regular assessment of customer satisfaction in most of its brands and sales outlets.