Customer Insight Week: Turning Store Visits into Better Customer Experiences

At Onduline Philippines, we believe the best way to improve that experience is by seeing it firsthand.

And this year, we participated in Customer Insight Week—a company-wide initiative where teams visit our partner home centers to better understand how customers shop, how our products are presented, and how we can continuously improve the experience for both customers and our retail partners.

Looking Beyond the Shelf

Every store visit gives us the opportunity to understand what happens before a customer makes a purchase.

Rather than focusing on sales alone, our teams observe every part of the in-store journey—from product visibility and stock availability to pricing consistency, marketing materials, and staff engagement. We also speak directly with home center teams to better understand the questions customers ask most often and the support they need to confidently recommend the right roofing solution.

By involving employees from different departments—not just our sales team—we gain a broader perspective that helps us identify opportunities across the entire customer experience.

Because sometimes, the smallest observations lead to the biggest improvements.

Every Insight Leads to Action
 

Customer Insight Week isn't about collecting reports—it's about identifying practical ways to better support homeowners and our retail partners.

The insights gathered help us understand how we can:

• Improve the visibility of ONDULINE CLASSIC, ONDUVILLA Roofing Tiles, and roofing accessories in-store.
• Ensure product information and marketing materials are clear, updated, and easy to understand.
• Monitor product availability so homeowners can find the roofing solutions they need.
• Strengthen product knowledge among home center staff through continuous learning and training.
• Better answer the questions homeowners ask before making a roofing investment. 

Each action is guided by one objective: making it easier for customers to choose the right roofing solution with confidence.

Staying Close Means Never Stopping to Learn

Customer Insight Week reflects one of Onduline's core commitments: staying close to the people we serve.

Every store visit, conversation, and observation helps us better understand the realities of the Philippine market and the evolving needs of homeowners. More importantly, it gives us the opportunity to turn those insights into meaningful improvements—not only for our products but also for the overall customer experience.

Because proximity isn't just about being present. It's about listening, learning, and taking action to serve our customers better.