Midland Quarry Products' business is structured and focused to meet our customers' requirements, and is dedicated to achieving total customer satisfaction. MQP sets high standards and targets throughout the Production, Technical, Sales and Customer Services departments , which are systematically reviewed to ensure that our service continues at the highest possible level. By focussing on our customers' needs and understanding what is important to them, we look to involve the whole team in a process of continuous improvement.

All our staff are trained with the appropriate knowledge and skills to ensure that customer requirements are understood and met from enquiry, through all aspects of the delivery process, to invoicing of the materials. At Midland Quarry Products we monitor on a daily basis, a series of key factors which our customers rate as being important to them, such as Deliveries on Time and Invoice Accuracy. For your own business, we will be glad to discuss your particular needs and put specific custom measures in place that are relevant to you.

Some of the key measurements we carry out are:

  • Vehicle Turnaround Times - the time taken for a vehicle to be loaded and despatched at one of our Quarries /Plants - this is set at 15 minutes.
  • Plant Availability – the target set and generally exceeded is 98% Plant Availability. Each plants performance is measured separately to highlight any issues. Planned preventative maintenance is carried out routinely.
  • Loads on Time – the target set is 98%, we have set this target high so that we are constantly aiming for excellence, and thus our actual performance is very close to this target.
  • Calls Answered in Less Than 10 Seconds – both our Sales and Order Centre have a target of answering 90% of all calls in less than 10 seconds. We are at present surpassing this target (95%).
  • Customer Relations – we have a policy of building close working relationships with all our customers, which gives us an understanding of each customer’s requirements. A weekly programme is compiled of any large tonnage and special requirement orders so that we are fully prepared.
  • Individual Account Reviews are carried out to pinpoint customer specific issues. A small team of individuals, who are available to take care of all the customers needs, looks after each account.
  • Order Monitoring –all orders are monitored from ordering to delivery, with any order later than 30 minutes from despatch time being communicated to the customer. This is achieved by checking every late load has a comment detailing when the site contact was informed.
  • Customer Complaint/Compliment Procedure – all complaints are thoroughly investigated and dealt with by Sales/Service Managers.
  • 24 Hour On – Call Asphalt Planner , available to deal with any out of office hours issues. (Normal office hours Mon –Fri 7 to 1800, Sat 07:30 till 11:00)

These measures along with many more ensure we achieve our target, and our Customers needs.

Should you require any further information or would like to discuss any aspect of your business with us, please contact the Customer Service Department below.

Tel: +44 (0) 1530 831000
Fax: +44 (0) 1530 832299
Email: enquiries@mqp.co.uk

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