Part of the Rubix Group, Brammer Buck & Hickman, the UK’s leading supplier of industrial maintenance, repair and overhaul (MRO) products and services, is proud to announce the completion of the first Rubix Group customer survey.
With all 23 Rubix countries participating, a leading research company - Kantar - contacted 174,489 individuals across Europe with the result of 4,511 replies received in total from customers. In the UK the response rate was 20.2%.
By conducting the customer survey, Brammer Buck & Hickman now has a better understanding of who its customers are and their needs, and how it performs against competitors. This has now given Brammer Buck & Hickman important information on where it should focus efforts to see continuous improvement.
The survey has identified Brammer Buck & Hickman as strongest against competitors in knowledge and expertise, account management support and maintenance and repair work.
Brammer Buck & Hickman has now baselined the Customer Satisfaction Result & Net Promotor Score at a group and country-level, whilst using the survey to help with future approaches to customer satisfaction and frequency of keeping in touch.
Brammer Buck & Hickman has also used the survey as a tool to help build better relationships with customers.
Following the survey, and with an emphasis on customer focus throughout the Group, Mark Dixon Rubix CEO for the UK, Ireland and Iceland commented, “being able to conduct this survey is a great achievement for both Rubix and Brammer Buck & Hickman. Since the completion of the survey, we have been able to dissect all the information carefully and define our five customer promises.
“We promise we’ll deliver what you order on time and in full whenever possible; if we can’t we’ll let you know in good time and provide a solution. We’ll communicate with you more often to make sure you always know the name of your key contact. We’ll improve our e-procurement platforms and website to make it easier for you to trade with us. We promise to respond to your enquiries/quotes quicker and then manage and track your order keeping you updated throughout. We’ll work with you to ensure you know our range of specialist value added services and the benefits they can bring to you and your customers.”
All Brammer Buck & Hickman customers have been contacted, to update them on the promises made as a result of this survey.
Brammer Buck & Hickman is part of the Rubix group. With a turnover of more than €2.2 billion in 2017, Rubix is Europe’s largest supplier of industrial maintenance, repair and overhaul (MRO) products and services. The Rubix Group boasts over 650 locations across Europe offering specialist expertise in specifying, providing and installing an unrivalled scope of industrial parts, with a tailor-made service for all customers.
For more information on Brammer Buck & Hickman, please go to www.bbh-rubix.com