The Cemex UK Q1 NPS survey closed in early April, and we are delighted to have achieved a very good overall score of NPS 64, an increase of 2 points v’s Q4’23, showing a positive start to 2024 by exceeding the UK target of NPS 61.

Our NPS (Net Promoter Score) Survey is taken with a sample of external customers from each UK Business, asking for them to provide feedback on their Customer Experience at each step in their journey with us. The survey gives them the opportunity to provide feedback on what they think we do well and what they think we could improve. Our Customer Experience Committee will then review the results and identify any pain points that need further investigation and improvement initiatives.

Following the reduction in the number of NPS surveys being conducted during 2024 (4 to 2 per year), our UK focus for the Q1 survey was to increase the customer sample.  Over 100% more customers were invited in Q1 from each business line with the commitment of our sales teams.  Our response rate decreased in Q1 to 22%, however, the number of responses increased by more than 60%.

The majority of feedback included positive comments relating to employees, teams and services.  The Delivery Experience, Communication and Product/Plant Availability remain a priority for our customers.

The next steps will be the Customer Experience Committees to review the customer feedback relating to the individual business lines and agree improvement plans to continuously improve the customer experience.