Kingspan’s products are supplied to the final destination via a significant number of alternate routes, depending on the product and the geographical market. Our customers include contractors (general, flooring, cladding and roofing), merchant resellers (general and specialised), accredited and trained installers, agents, other distributors and end users. However, we also consider the architects, developers and end users who design and occupy our buildings to be key stakeholders and it is essential to the success of our business, that we remain responsive to their needs. As such, the requirements of each group may differ significantly.
Kingspan marketing communications
Kingspan have produced three animations – these are all light-hearted ways of reaching out to stakeholders on important issues in relation to sustainability. Alistair McGowan, a well known comedian and actor, was commissioned to do the voice-over on all of them.
1. General introduction to sustainability
2. Renewables
3. End-of-life management
For the relevant product groups, Kingspan sends regular e-bulletins to all contacts, including separate ones for architects, contractors and internal staff. This keeps all stakeholders updated on various issues within the industry with a large focus on environmental and sustainable topics. We send our annual sustainability report on insulated panels in the UK and Ireland, to all key stakeholders and intend to do the same with the 2008 Insulation Board report. In addition, we publish literature entitled “End-of-Life Management Solutions” and “Delivering Sustainable Construction” to further educate our stakeholders on key issues associated with sustainable building design.
Kingspan’s customer satisfaction teams monitor and record On-Time/In-Full (OTIF) performance across all customers via a number of methods. This is a key measurement for Kingspan, as a low OTIF score means repeated deliveries which use more resources, as well as unhappy customers. In many cases, customers are contacted by telephone to ensure that any problems are listened to and responded to on the spot. A proactive system of enquiry is considered more useful than relying on customers to report incidents themselves. This telephone survey is limited to six questions, focusing on packaging quality; logistical performance; technical services; and interest in additional customer support facilities. Each component is scored on a scale of one to five. The results feed into a rolling monthly average score for customer satisfaction, which is recorded and reported monthly to senior management.
Kingspan has detailed procedures, tailored for each division and the nature of the relationships with various stakeholders which include, inter alia:
As part of an ongoing commitment to sustainability, Kingspan produced a Sustainable Print Report in 2007 on the impact associated with external marketing operations. Recommendations from this report have been implemented and last year’s sustainability report on Kingspan Insulated Panels and the 2007 annual report for Kingspan Group plc were printed using 100% post consumer waste/recycled paper.