Case studies

ALD Merrion Fleet uses APD customer satisfaction results to review supply chain performance

Dublin-based ALD Merrion Fleet provides a first-class service to its 6,500 drivers achieving an overall Customer Satisfaction Index (CSI) score of 93% and a Net Promotor Score (NPS) of 80.

It was identified as the industry’s leading leasing provider for the second year in succession in the research conducted by APD Global Research.

APD has set up and run the company’s customer satisfaction surveys for a number of years. It uses the driver feedback proactively to resolve customer issues and to keep a close eye on service delivery across its supply chain.

“Our constant focus is on providing a first-class service to customers and maintaining those high service levels through the life of the contract,”

Explained Natasha Ramsay, ALD Merrion Fleet’s client services director.

“Our APD customer satisfaction surveys play a huge part in evaluating every element of our supply chain. Any driver feedback graded as average or below is automatically followed up within 24 hours. We fix any issues by working with suppliers to fine tune our service offering,”

Andrew Skelhorn, research director at APD Global Research, said:

“ALD Merrion has consistently been at the top of our customer satisfaction league. Its excellent customer service has clearly proven a big differentiator versus its competitors in our final survey results,”

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.

Following APD’s initial series of interviews, Forterra is now conducting ongoing interviews to capture customer satisfaction more regularly.

In a buoyant house building 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,”

Andrew 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,”