It's more than glass
In a saturated market, how do you genuinely add value to the customer experience?
Over the past two years, my answer has been straightforward: invest in people and expertise.
At Ecoglass, we've poured resources into our people and processes to create structures that support our customers beyond a transactional relationship. This means being available when challenges arise, becoming a trusted extension of our customers' teams and knowing that when it matters most, we've got their back.
It's not always the easiest path. Some would argue it's not the most commercially sensible one either, loaning knowledge and assets so freely doesn't always appear on the right side of a profit and loss sheet. But it's honest to who we are. It reflects the culture we've built and the relationships we want to develop.
Because our relationship with our customers? It's always been about more than glass.
Glass Company of the Year
When Ecoglass won Glass Company of the Year at the G25 Awards, it became a marker of ambition.
The award reflected the dedication, talent and resilience our team brings every single day. But rather than pause to celebrate, we asked ourselves a harder question: what does doing better actually look like from here?
To find out, we went directly to the people who matter most, our customers.
With almost 60% of those contacted completing the survey, we received clear, honest insight across customer service, KPI reporting and technical support. The headlines were encouraging: an overall satisfaction rating of 4.85 out of 5, with 98% of respondents saying they would recommend Ecoglass to others. But the detail is where the real value lies.
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 is always very helpful and is patient when answering any questions we may have.”
Our KPI reports, a monthly health check shared in full with every key account, whilst generally well received, will continue to grow in depth and detail. Craig Hopper, Key Account Manager, will be leading on this, presenting data in a way that goes beyond the numbers and better reflects the impact of our performance on our customers' operations.
"Ecoglass seem to always want to improve, and that's reassuring to me."
Customer service was the standout result. Anna Mendham, Customer Service Manager, will be building on that foundation through increased one-to-one engagement and extended customer visits, getting out in front of clients to understand first-hand how the team can continue to raise the bar.
"Customer services are always extremely helpful. The team always try their best to accommodate any requests and are always very friendly to communicate with."
The importance of two-way dialogue
What the award, the survey and the team reinforce is something I've come to believe is central to this business: communication isn't a courtesy, it's a competitive advantage.
Rather than assume what customers need, we're building systems that make consistent, honest dialogue the default. Real-time feedback on what's working and what needs to improve. Relationships built on transparency, not assumption.
When we say we go the extra mile, it's not a slogan. It's the standard we hold ourselves to, and our customers tell us whether we're meeting it.
That accountability is exactly where we want to be.