KPI Programme – What you told us and what we’re doing next
The Key Account Management programme has been built on principles of open communication, complete transparency and a genuine commitment to doing better. So, when the results of our recent customer survey came back, we read every response carefully to understand how we could continue serving our customers better.
What you told us
Our headline numbers were strong. We scored an overall satisfaction rating of 4.85 out of 5, with 98% of respondents saying they would recommend Ecoglass to others.
On KPI reporting specifically, we scored 3.8 out of 5. Responses were mixed on the usefulness and value of the reports, particularly around the impact they actually make. Customers told us they genuinely value the relationships we develop and the fact that there's a real person at the end of the line who understands their pressures. But it was clear that the reports themselves weren't always delivering the depth of insight we hoped to provide.
I've taken action to address that. Going forward, I’ll be aiming to have more regular, structured conversations to help us forecast and plan proactively together. It might mean completing a quarterly sales review to understand what's coming up for your business or focusing in on a particular project. The flexibility will always be there, but how it's actioned will become more specific to each customer's needs.
Face-to-face visits will continue, because I believe that there's no substitute for understanding your business challenges first-hand. Between myself and Anna Mendham, our Customer Service Manager, we'll be coordinating more extended one-to-one engagements to live up to our charter commitment of always going the extra mile.
All of this means that we will start using the KPI data differently. Not just reporting what happened but using it as the starting point for a conversation about what we do next.
What a stronger programme looks like
With your feedback, the KPI reports will continue to evolve. We're looking at how to present performance data in a way that tells a clearer story: not just the numbers, but the context behind them. Where we've improved, what drove that improvement and where we're still working. The goal is a report that's genuinely useful to your business, not just a document that confirms we showed up.
We're also looking at how the programme connects with the wider team. When Ian Snow's Technical Academy helps a customer's sales team quote with more confidence, or when a delivery issue is resolved quickly because production and despatch are aligned, that's Key Account Management working as it should: joined up across the business.
The bit that doesn't change
None of this replaces the fundamentals. You still get a dedicated point of contact. The regular KPI report still goes out. When something goes wrong, we still put our hands up, explain what happened and tell you how we're fixing it.
That's not going anywhere. What's changing is the ambition around it. The survey reminded us that customers aren't just looking for a reliable supplier. They're looking for a partner who's invested in their success: someone who understands their business well enough to be useful before a problem arises, not just responsive when one does.
That's the kind of Key Account Management we'll provide.