More than price report shows

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This first UK Installer Insights Report white paper, commissioned by AdminBase and independently conducted by Keystone Market Research, set out to explore what installers value most from their suppliers, why they change suppliers and what transforms a conventional supplier relationship into a genuine commercial partnership.

Rhonda Ridge, managing director of Ab Initio, says: “These findings are crucial for manufacturers who are grappling with how to retain business as competition across the supply chain intensifies. Short term gimmicks are not worth it – establishing long term reliability is much more valuable.

The findings resonate strongly with our own experience. The installers we work with are constantly looking for ways to make their operations more efficient, reduce errors and give their customers a consistently high standard of service.

“They recognise that the true cost of doing business cannot be measured by product price alone. An incorrect order, a missed appointment, poor communication or an unresolved service issue can consume valuable time, damage margins and reputations, and undermine the customer relationship. Avoiding that operational friction is far more valuable than achieving a small saving at the point of purchase.”

The findings challenge the assumption that installer purchasing decisions are driven primarily by price. Charlotte Hawkes, director of Keystone Market Research says: “We are delighted to launch the first white paper in the UK Installer Insights Report series, exploring what installers really want from their suppliers and what makes a true supplier partner. In an increasingly competitive market, installers need suppliers that help them deliver an exceptional service for their customer, their businesses rely on it.

“And while price matters, it became clear it isn't the main reason installers change suppliers, and it isn’t the main consideration for installers when evaluating new suppliers either.

“Throughout our research, installers consistently described their best suppliers in similar terms. They were not necessarily the cheapest or the largest. They were the suppliers who delivered what they promised, communicated openly and stood alongside installers when problems arose.

“The full white paper explores what these findings mean for supplier sales and relationship management, including practical Do's and Don'ts for building stronger installer partnerships.

“Interestingly, marketing support also came relatively near the bottom as an indicator of a successful relationship.”

For Ab Initio, the company behind the AdminBase business management system, the research provides independent evidence of the issues it encounters every day when working with installation businesses.

www.abinitio.com/en

Article written by John Roper
25th August 2026

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