Rexel

The challenge

Rexel UK, a leading player in the fiercely competitive world of wholesale electrical distribution, faced a unique challenge. Following a comprehensive business transformation that unified several brands under a single banner, Rexel embarked on rapid expansion, establishing a large network of branches across the UK. Amidst this dynamic growth, understanding customer sentiment and ensuring satisfaction became paramount.

Enter 8848, Rexel’s trusted partner for nearly two decades. Leveraging our extensive experience in data insights and customer management, 8848 is perfectly positioned to assist Rexel as the business grows further.

How did we do?

In today’s dynamic business landscape, understanding your customers is the lifeblood of success. Recognising this, Rexel UK, a leading force in wholesale electrical distribution, partnered with 8848 to unlock invaluable customer insights and fuel continuous improvement.

We crafted a cost-effective, high-impact programme centred around Net Promoter Score (NPS), the industry standard for measuring customer satisfaction and loyalty. This nationally-run, monthly campaign provides Rexel with a clear and consistent picture of its customer base.

The 8848 customer insights team works hand-in-hand with Rexel to develop tailored survey scripts, while our in-house systems development team builds the robust telemarketing infrastructure to manage calls and generate detailed reports.

These combined efforts result in a stream of accurate and reliable data delivered directly to Rexel. The dedicated 8848 team conducts over 4,000 calls monthly, ensuring extensive coverage across the UK and Rexel’s entire branch network.

This powerful partnership is not just about collecting data; it’s about transforming insights into action. By leveraging these valuable customer perspectives, Rexel is empowered to make data-driven decisions, optimise its business strategies, and continuously enhance the customer experience, ultimately driving sustainable growth and success.