Understanding NPS in Building Product Manufacturing: Measuring, Benchmarking, and Improving Customer Loyalty
Measuring customer satisfaction and loyalty is vital for building product manufacturers operating in the competitive construction sector, where reputation and repeat business are crucial to long-term success. The Net Promoter Score (NPS) is a trusted customer loyalty metric that provides clear, actionable insights into how your clients perceive your brand and products.
At Leading Edge, we have extensive experience helping manufacturers across the construction and building products sector measure and interpret NPS scores. Over the past 35+ years, we have worked with manufacturers, suppliers, and distributors to:
✔ Conduct NPS and customer satisfaction surveys with specifiers, contractors, and distributors
✔ Evaluate performance benchmarks against competitors in the building products market
✔ Deliver actionable insights to improve customer relationships and drive repeat business
✔ Support leadership teams in embedding NPS findings into their wider commercial strategy
Our expertise lies in not just gathering data but turning it into practical recommendations—whether that’s resolving service issues, improving product performance, or strengthening technical support channels. We understand that in the construction sector, loyalty is earned through consistent quality, reliability, and trust.
Understanding what a “good” NPS score looks like in building products requires sector-specific context—and this is where our knowledge makes a difference.
Here’s what you need to know about NPS benchmarks for building product manufacturers and how to use this data to drive business growth.
Understanding NPS Benchmarks in Building Product Manufacturing
NPS scores vary significantly depending on the industry, customer expectations, and the level of service provided. In B2B markets such as construction and building materials, scores tend to be lower than in consumer-driven sectors, where emotional brand affinity plays a stronger role.
For building product manufacturers, typical NPS scores fall within the following ranges:
✔ Negative to low positive (0-20): Indicates room for improvement in customer experience, product quality, or service levels. Companies in this range may have customer retention challenges or struggle with brand differentiation.
✔ Moderate (20-40): A score in this range suggests that customers generally have a positive perception of the company but may still experience pain points in service, pricing, or product availability.
✔ Strong (40+): Manufacturers achieving this level of NPS typically excel in customer service, product reliability, and long-term industry relationships. Loyal customers actively recommend the company’s products, reinforcing brand reputation.
Factors That Influence NPS in the Building Products Sector
The construction industry presents unique challenges that influence NPS scores. These include:
✔ Product Performance and Quality: Reliability, durability, and compliance with industry standards are critical to maintaining a strong NPS. Any failures in quality or supply chain consistency can have a direct impact on customer loyalty.
✔ Specification and Technical Support: Architects, contractors, and developers rely on clear technical data, compliance documentation, and advisory services. Strong support at the specification stage can significantly impact customer perception.
✔ Customer Service and After-Sales Support: The availability of technical assistance, warranty processes, and responsiveness to issues can influence a company’s NPS. Poor communication or slow issue resolution can lead to detractors, pulling scores down.
✔ Pricing and Value Perception: Competitive pricing is important, but value-added services, such as CPD training, digital tools, or logistics support, can increase customer satisfaction and advocacy.
How to Improve NPS in Building Product Manufacturing
✔ Engage with Customers Regularly – Ongoing NPS tracking and structured feedback help identify pain points before they become major issues.
✔ Act on Feedback – Implementing targeted improvements based on NPS insights shows customers that their opinions matter.
✔ Enhance Customer Support – Speed of response, technical assistance, and proactive issue resolution contribute to stronger loyalty.
✔ Strengthen Brand Perception – Promoting sustainability credentials, innovation, and thought leadership builds trust within the industry.
✔ Ensure Consistency in Product Supply and Performance – Reliable availability and consistent quality prevent dissatisfaction and negative word-of-mouth.
Maximising NPS to Drive Business Growth
A strong NPS not only reflects customer satisfaction and loyalty but also impacts repeat business, referrals, and long-term brand reputation. By focusing on customer experience, product reliability, and service excellence, building product manufacturers can strengthen their market position and outperform competitors.
Looking to Improve Your NPS and Strengthen Customer Relationships?
At Leading Edge, we specialise in helping building product manufacturers and suppliers measure, understand, and enhance customer loyalty through NPS and customer satisfaction research.
With over 35 years of experience in the construction and building materials sectors, we work closely with manufacturers, distributors, and suppliers to uncover the drivers behind customer sentiment and turn feedback into tangible business improvements.
Our services go beyond simply collecting data—we translate NPS results into actionable strategies, helping you:
✔ Identify the specific factors driving customer loyalty or dissatisfaction—whether it’s product performance, supply chain reliability, or technical support.
✔ Benchmark your performance against competitors—understanding how your NPS compares within the building products sector.
✔ Implement changes that improve customer experience—from resolving specification-stage issues to enhancing after-sales support.
✔ Embed NPS insight into your commercial strategy—ensuring customer loyalty is prioritised across sales, marketing, and product development teams.
➡️ Learn more about our Customer Satisfaction and NPS Research Services.
➡️ See how we’ve helped businesses in our Client Case Studies.
Get in touch today to find out how our research can help you strengthen customer relationships, improve your NPS, and drive business growth.
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