We asked, you answered – a commitment to doing better
When we won the G25 Glass Company of the Year award, I knew it was just the beginning.
A marker of ambition for what was to come next.
The award was a testament to the dedication, talent and resilience shown every day across the business, but looking ahead into 2026, I wanted to treat it as the launchpad for something more.
More focus on developing our people.
More resource to support our customers’ technical knowledge.
More transparency and communication across our customer relationships.
The recent customer survey is the starting point for that next phase. It will shape how we move forward over the coming months, and where we focus our efforts to improve.
Survey results
With almost 60% of those contacted responding to the questionnaire, we covered a range of topics from customer service, to KPI reporting and sustainability and received interesting insights across all parameters.
The numbers at a glance:
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Overall satisfaction rating of 4.85 out of 5
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98% of respondents would recommend our products and services to others
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3.8 out of 5 rating on our KPI reports
Our customers are largely happy with our products and customer service team, and that matters. But we also recognised clear patterns in where we could do better. From delivery schedule communications to clarity around KPI reporting, we now have a tangible reference point for improvement.
“Communication is brilliant for order queries. Would be good to know delivery times.”
The team is already working to identify how we can improve across these areas. This survey was never about tick-box exercises or vanity metrics. For me, maintaining standards means continually raising them.
What comes next
We hear you loud and clear when you say you want more technical support.
With 59% of respondents expressing interest in technical product training, Ian Snow, Estimating and Technical Support Manager, will be looking to expand the Technical Academy across the region. Over 30% of respondents wanted in-person sessions, but we also noted a strong appetite for a digital offering, and we're exploring how to make that work in a genuinely engaging way.
“The technical department as always very helpful and are patient when answering any questions we may have.”
We also noted that our KPI reports, whilst generally well received, could be pushed further. “Ecoglass seem to always want to improve, and that’s reassuring to me.” And so, we’re looking into ways to showcase the impact of the reports in a way that goes beyond the data, and this is something Craig Hopper, Key Account Manager, will be leading.
Customer support was a real highlight of the results; “Customer services are always extremely helpful. The team always try their best to accommodate any requests we may have and are always very friendly to communicate with.” Anna Mendham, Customer Service Manager, has a personal ambition this year to strengthen these relationships through more one-to-one engagement, so expect to see her out on customer visits, finding out first-hand how the team can continue to raise the bar.
A commitment to improvement
I'm committed to ensuring that these numbers are not filed away but become a foundation of how we need to do better. That's why we will be following up at the end of the year with a summary of how we’ve done and where we’re going next.
These surveys will become an annual benchmark for improvement, but they are not isolated. If you are a customer and want to share your feedback, as one respondent noted, “All staff are available to speak with from Directors to Drivers!” That will always be the case.
We asked. You answered. Now it's on us to deliver.