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The results from our latest customer satisfaction survey are out. Read on to learn how we've listened to your latest suggestions and are making important changes to enhance our availability, sustainability and technical support.

Taking stock of our distribution network

Nobody likes to be kept waiting. Availability, lead times and order flexibility were the top three areas in which you said we could improve. So, we did. We've invested in a new distribution centre that holds more stock and has an increased dispatch capacity. Meaning you get what you need when you need it. We’re also piloting a unified delivery system across both Saint-Gobain Interior Solutions brands - British Gypsum and Isover - giving you greater flexibility when placing orders.

Commitment to sustainability – In 2023 we reduced our C02 emissions by 3.6%

With the help of our working group, we have refined our sustainability roadmap to focus on the things that matter. Some of the initiatives we have worked on include:

• Hitting our target of 30% minimum recycled content in all primary packaging in 2023.
• This year we are developing and launching the infrastructure to enable us to recycle wet scraps.
• Our UK products are manufactured from up to 82% recycled glass. Although gas is used in parts of the manufacturing process, all electric equipment in the plant is powered by 100% renewable electricity.

We’re proud of this progress but won’t rest on our laurels, our eyes are firmly focused on the future. Interested in joining our Sustainability Working Group? Register your interest here. Let’s make a positive impact together.

Boosting technical support and accessibility

You told us that you value our technical support. However, you also told us that fast response times and easy access to technical information are really important to you. So, we’ve upped the ante. 

We have a dedicated Isover Technical Support team and are investing in making this team even bigger. We’ve also implemented a new enquiry system. These improvements are designed to offer you faster response times and better access to our expertise.

Thank you to everyone who took part in our customer experience survey. Your feedback is essential as it drives us to achieve our mission of making the world a better home.

More to say? We’re listening. Tell us what you think about the changes we’ve made and how we could fine-tune your customer experience here.

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