Customers are the focal point of our business. We listen to, understand and support our customers, helping them overcome challenges to fulfil their long-term ambitions.
Our customer satisfaction interviews enable us to listen and engage with our customers at various points, to check in on their experiences, to help us understand what is working well and where we can improve.
In 2023, around 60% of work for Willmott Dixon’s Construction and Interiors businesses came from repeat customers.
In 2023, we completed 219 customer interviews.
The feedback was overwhelmingly positive but also showed us where we can improve:
- Our average customer satisfaction score was 8.3 out of 10.
- 80% of our respondents said that our Construction business was easy to do business with.
- Our net promoter score for Construction was 82%.
Customer feedback continues to highlight that Willmott Dixon’s people are one of our top strengths. Our teams show a positive, can-do attitude and forge strong relationships with our customers, helping them to feel valued and supported. Teams take the time to understand the customer needs and expectations at the outset of a project and demonstrate professionalism and expertise when engaging with customer teams.
On many projects, teams have exceeded the social value targets set, and continue to work with our customers to leave a lasting legacy in local communities. Sustainability remains a key focus for our customers. In 2023, we achieved a sustainability score of 8.19 and a social value score of 8.50 out of 10 with 3.2% of scores below a 7. Their feedback shows that Willmott Dixon provides the support and added value required to meet our customer’s sustainability aspirations.
Our approach to the post-construction period and managing defects has seen an increase in customer satisfaction, with an average score of 8.86. This demonstrates our long-term commitments to a project once it has handed over, with our teams continuing to support the customer with any issues that may arise.
Transition between project stages was an area of improvement identified in 2022, and, in 2023, we saw the average score increase by over 6% in 2023. Customers reported they felt the teams were focused on ensuring the information flow was consistent and that the change in individual team members was managed well.
In 2024, we will continue to ensure all our customers are heard and their feedback actioned accordingly. Programme management is challenging for customers in the current market and our teams will focus on providing clear and accurate updates.