Customer Satisfaction Success For British Gypsum

By Admin

British Gypsum

17th Apr 2013

british gypsum

British Gypsum has improved its customer service for a fifth year running, according to a recent customer satisfaction survey. The plasterboard and drylining manufacturer achieved a Satisfaction Index score of 86.3 per cent in the annual survey, which places it in the top five per cent of surveyed UK manufacturing companies for high quality customer service[1].

The survey is an independent annual study conducted to ensure client needs are being met, in line with the company’s commitment to delivering a first-class service.

The survey, carried out by The Leadership Factor, consisted of telephone interviews with a range of customer types, including main contractors, housebuilders, sub-contractors, distributors and architects. Customers were asked a series of questions relating to their perceptions of and experiences with British Gypsum.

James Bagshaw, Customer Service Manager at British Gypsum, said: “At British Gypsum, we’ve always prioritised service and conducting the annual survey is a great way for us to assess whether we’re doing things right from the point of view of our clients.

“One of the main metrics in the survey is the Satisfaction Index – an overall measure of an organisation’s success in satisfying customers. We have seen an improvement for this score year-on-year for the last five years, reaching an average Satisfaction Index score of 86.3 per cent for 2012, which is very positive and incredibly encouraging. It’s great to hear first-hand that we’re on the right track and we hope to continue to build on this and improve our customer experience further.”

For more information on British Gypsum, visit

[1] The Satisfaction Index is a weighted average score, expressed as a percentage                                                    

Tags on this post: survey