In January we launched ASK LEX, where we invited you to send in business related questions to Lex Russell, Managing Director of UK Materials. We want all of our employees to feel they can ask questions of our business leaders and receive transparent answers.

Thank you to those who have sent in questions so far. Where relevant, we will share questions and responses from Lex in future UK News editions.

Here is another question sent in for Lex, along with Lex’s response:

Q: Every quarter, we encourage our customers to fill in our NPS Surveys and the response rate (though slightly improved in Q4 2022) is usually quite low. As a consumer myself, I am constantly sent similar questionnaires from supermarkets, online shopping sites, etc. asking to give feedback. I must admit that I only ever do so when there is some sort of tangible reward offered (usually entry into a prize draw for some vouchers). Otherwise I just delete them. Is this something we should offer customers when sending out NPS surveys? I would suggest that the potential lure of, say, £500 of Amazon vouchers would see a marked increase in customer response rate.

 A: We agree that customers are potentially more likely to respond to our NPS surveys if there is an incentive and so the Customer Experience teams have been exploring ways to offer this. To encourage participation while also supporting our local causes and communities we are therefore working on a charitable incentive for every survey that is filled out. We will be able to confirm the charity in the coming weeks.

 If you have a question, simply send it through to [email protected] and the Communications team will manage this directly with Lex. Written answers will then be provided back to you and, if appropriate, shared in UK News for others to read.

Please note that questions cannot be handled anonymously.  We look forward to hearing from you!