Product quality and performance
We have a national UKAS-accredited testing laboratory at Chipping Sodbury which delivers accurate and consistent analysis of concrete, aggregates and asphalt and is now providing a commercial service for external customers. We have introduced ‘best agent’ call identification in our customer service centres to direct calls to the most appropriate agent, and we have made improvements to our order and despatch systems to ensure customers receive the right products at the right time and are invoiced correctly.
The number of customer complaints received fell from 448 to 408.
We continue to invest in development of new products, either working with external partners or HeidelbergCement’s global research and development department.