Customer satisfaction analysis – the results Striving to keep our customers happy - by doing best what matters most For over 40 years Kalzip has been been manufacturing and supplying standing seam roofing and cladding for all types of buildings worldwide One of our biggest priorities is supporting architects and design teams with their specifications through quality products and high levels of pre-sales, post-sales and technical support and competence. By working closely with architects, specifiers and our fully integrated installer network and supply chain we endeavour to remain aligned in terms of knowledge, expectations and Kalzip’s role in providing a strong, positive customer experience.

Snapshot of the results
The following chart summarises the satisfaction levels from architects worldwide

There is a strong consensus in the areas that report the highest levels of satisfaction. Proven reputation, product reliability and product quality feature very positively in the perceptions of all Kalzip’s customers.

Encouragingly all areas relating to Kalzip’s products were viewed favourably indicating that we are hitting the mark with regards our systems and components which are supported and underpinned by a very strong brand reputation.

In addition to product based feedback architects delivered positive scores in most measures relating to technical support.

Overall the remaining qualified responses were generally pleasing however, as a company focussed on excellence and best practice, we will be striving to improve on all areas, particularly those that fell at the lower end of the satisfaction scale. Based on the results we will be focussing our efforts on:

1. building closer working relationships and collaboration with our installers and supply chain partners
2. effectively addressing and handling any issues, as and when they arise

The next steps
The views, comments and feedback have given us a much deeper insight into where the range of satisfaction levels lie. Through a similar survey undertaken with Kalzip employees we have determined where we are experiencing gaps in our perceptions and where best to focus our efforts.

To further support and facilitate the successful development of these areas we are working very closely with all Kalzip employees and specifically with key functional departments who can best influence the required improvements.

A comprehensive overview of the results and feedback received is being communicated to all Kalzip employees to make sure that we are all informed about what’s important to our customers and to ensure that we constantly strive to drive these areas forward.

These will be underpinned by a series of dedicated international workshops (with key functional areas of the business) which are being set up to stimulate and provoke discussion and ideas to positively impact on Kalzip’s current and future performance on both a local level and a worldwide scale.

As a company, and through dedicated teams, we are already working hard on several fronts to improve the Kalzip offer. As an integrated team we strive to build on delivering and maintaining the highest standards and levels of service that our customers have come to expect; even where the results have indicated that we are already performing well and satisfying our customers’ expectations and needs.