Driving growth in a mature construction market through customer insight
client name
PRIVATE
year
2025
Research
Increasing competition makes it harder for brands to stand out.
service: Customer Satisfaction I sector: Construction
The challenge
In a mature construction market, growth is no longer driven by volume but by winning a larger share of existing customers. At the same time, increasing competition makes it harder for brands to stand out and maintain loyalty.
The client wanted to better understand how to strengthen its position across multiple European markets. Key questions included:
What drives customer satisfaction and loyalty?
Where does the brand outperform or lag behind competitors?
How can it increase share of wallet and customer advocacy?
Our approach
We conducted a multi-market customer satisfaction study, covering installers, wholesalers, and architects across five key European countries.
By combining performance metrics, competitive benchmarking, and voice-of-customer insights, we identified:
The strongest drivers of satisfaction and recommendation
Key friction points in the customer journey
Differences in performance across markets
This allowed us to translate data into clear, prioritised actions for growth.
What we found
Strong products are not enough
Customers consistently rate the products highly in terms of quality and ease of use.
However, pricing is often perceived as high—indicating that the value is not fully communicated.
Performance differs significantly across markets
Some markets significantly outperform others in satisfaction and advocacy, while others struggle to keep up with competitors.
This highlights a clear opportunity to transfer best practices across regions.
Operational experience matters
Customer experience is shaped not only by products, but also by:
Service responsiveness
Delivery performance
Product availability
Inconsistent performance in these areas negatively impacts satisfaction.
The impact
The study provided the client with a clear and actionable roadmap to drive growth in a competitive market.
This roadmap helped the client to:
Strengthen customer loyalty and advocacy
Increase share of wallet
Improve its competitive positioning across Europe
Why insights in CSAT matter
In mature markets, growth comes from deepening customer relationships rather than expanding the market itself.
This case demonstrates how combining data with customer insight enables businesses to move from understanding performance to driving real impact.
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