The results are in!
Norbain has a diverse customer base. We want to be sure we are evolving to meet their needs and best support them.
So we asked them how they feel about us. What do they most need from a security solutions distributor, what frustrates them, and what trends they are seeing ahead.
Customer Needs
The critical role a security solutions distributor like Norbain plays in helping customers meet their challenges was very clear when they told us what they need to succeed/do business successfully.
Excellent account management & support
What customers need: Extensive product knowledge and swift turnaround of enquiries & orders.
What Norbain provides: Our customers gave us an 84.5% satisfaction rating and repeatedly told us that we make their lives easier by quickly, efficiently, and accurately turning around queries. Plus we provide trustworthy guidance.
Great stock availability & fast delivery
What customers need: Customers want distributors who are supporting installers to meet the ever-increasing expectations of their end customers.
What Norbain provides: Norbain’s fantastic stock holding and ability to deliver quickly was quoted many times by our customers. From developing excellent supplier relations to carefully managing demand, we invest in our people and systems to deliver what you need.
Competitive Pricing
What customers need: Fundamental to success with pressures from increasing costs and end customer budgets.
What Norbain provides: We do all we can at Norbain to keep our prices competitive so that we can pass the best price and service onto you. We know that no one size fits all and are structured to support the diverse needs of our customers.
A diverse range of high-quality products & solutions
What customers need: Allowing installers to tailor their offerings to each application. Our customers benefit from our huge range of high-quality security products and solutions.
What Norbain provides: Norbain is continuously reviewing our brand offerings and listening to customer feedback to ensure we supply what they need.
Customer Frustrations
We asked our customers to share the biggest problems they face right now in doing business as a security solutions installer. Distributors like Norbain must navigate these challenges alongside installers to minimise their impact and enhance customer satisfaction.
Finding & keeping the right employees
Customer challenge: In particular, skilled engineers. Installers also struggle to find time for the recruitment process.
What Norbain do: To support customers in bridging any skills gaps and help free up valuable engineering time, we offer great services such as our Pre-Configuration Service, suitable for all sizes of security systems.
Fluctuating workloads
Customer challenge: Coupled with delivering against time constraints, is an obstacle for installers of all sizes.
What Norbain do: Our fantastic account management teams were highlighted multiple times in the feedback we received from customers. They turn around enquiries quickly and we deliver your orders fast.
Managing poor stock availability
Customer challenge: Some security products and suppliers continue to suffer long lead times or don’t hold sufficient stock.
What Norbain do: Norbain is renowned for its superior stock holding and strong supplier partnerships. Our stock control and supplier relations teams ensure we continuously manage what our diverse custom.
A declining UK economy & reduced end-user budgets
Customer challenge: Navigating a shrinking marketplace and a cut in investment creates challenges despite interest in security solutions.
What Norbain do: Our commitment to you means we are a security distribution partner who strives to understand the needs of your business. Again, our customers told us that they can count on the Norbain team to listen and deliver what they need in whatever circumstances dictate.
Trends & Opportunities
Our customers told us about what they see happening in the security solutions marketplace.
Ongoing investment in security solutions
Accelerated by lockdown and COVID-19 & continued headlines about crime increases, particularly retail.
Upgrading systems & adoption of IP
Ongoing opportunities to update various security solutions, and the continued growth of IP technology.
Cost-conscious end customers
Budget-friendly CCTV solutions are growing but installers are sometimes called to resolve subsequent issues.
Demand for integrated solutions
Mobile apps for monitoring, remote management, smart technology & cloud-based services.