Research Objectives: Tracking Progress and Exploring New Priorities
The primary goal was to measure satisfaction and loyalty among key B2B customers — with a focus on the end-to-end service experience. As the business had evolved, several new areas of strategic importance had also emerged. These were incorporated into the updated questionnaire to ensure the research remained relevant and actionable.
Key objectives included:
- Measuring satisfaction across quoting, design, delivery, and communication stages
- Understanding perceptions of value, responsiveness and reliability
- Exploring attitudes toward multi-utility provision and group branding
- Identifying opportunities to improve consistency across regions and teams
- Supporting future planning through clear, comparative insight
Methodology: Telephone Interviews and Targeted Insight Delivery
Leading Edge carried out telephone interviews with 100 customers across two main groups: developers and contractors. As with the original wave, interviews were structured but exploratory, allowing us to collect scores and delve into the reasons behind them.
The research was designed to enable direct year-on-year comparisons while also capturing feedback in newly relevant areas. Findings were compiled into a series of tailored reports covering different subsidiaries and service lines.
Deliverables: Insight with Immediate Strategic Value
To support decision-making across the business, we delivered:
- Comparative analysis showing where performance had improved — and where issues remained
- Practical, customer-led recommendations to support operational improvements
- Individual reports tailored to the needs of different business units
- Presentations for multiple internal teams, helping to ensure the findings landed with impact
Outcome: Insight Driving Better Service and Strategy
The research is now being used to guide internal improvement programmes, inform account management strategy, and support performance benchmarking. In addition to highlighting areas of progress, the insight has helped teams prioritise specific changes that will deliver the greatest benefit to customers.
This repeat wave also reinforced the value of consistent B2B satisfaction tracking — helping the business understand what its customers value most, where it stands out, and what needs to improve to retain loyalty in a competitive market.
