Building a customer satisfaction programme for the UK’s leading heavy building materials supplier

Forterra plc, the UK’s leading supplier of heavy building materials has appointed APD Global Research to manage its customer satisfaction programme.

Forterra supplies bricks and blocks to large construction companies, builder’s merchants and distributors. Following APD’s initial series of interviews, Forterra is now running ongoing interviews to capture customer satisfaction on a more regular basis.

In a buoyant housebuilding sector where demand for bricks is high, Forterra continues to invest in increasing production to meet this demand.

APD kicked off the customer satisfaction research programme in December 2017 with 20 face-to-face interviews with Forterra’s most senior client contacts across six key areas such as delivery, innovation, pricing and problem solving.

The results have proven invaluable to commercial director Adam Smith.

He said:

“Listening to and understanding the daily challenges of our customers to make sure we deliver a high-quality service is key in this current trading environment.

“The demand for building products is high and is likely to continue over the coming years. Working with customers on their project lifecycles is all about working as a partnership, and that’s where running regular customer research comes in. It also provides valuable information to help us plan and invest in our future production capacity in the UK,”

he added.

“Our customer needs are forever changing which is where APD’s work is invaluable. The research results are widely distributed around our sales teams and across the wider business,”

said Smith.