Astonishing our customers will always be the focus of our business. They too are facing many unprecedented challenges and so their needs and aspirations are changing and becoming more diverse. We must understand our customers’ world, the challenges they face and 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 2021, we completed 358 customer interviews with our customers across the UK.
The feedback was predominantly positive:
- Our net promoter score was 85%
- Our average customer satisfaction score was 8.7 out of 10, with high scores for delivery against vision and expectations, quality of our people and quality of workmanship.
- 80% of our respondents said that our Construction business was easy to do business with.
The survey highlighted areas where we have improved since 2020, including defects at handover, programme management and management of supply chain and quality of workmanship.
It also identified key areas for learning which we will implement, such as using workshops effectively to capture knowledge, strengthen our teamwork and plan for consistent one team delivery. Going forward, we endeavour to improve clarity of our communication of any changes to the project, whilst continuing to improve our use of digital technology and build upon our good work to strengthen relationships with our customers.
In 2022, we are enhancing our Customer Strategy to further support and improve our customer experience, ensuring all customers are heard. This includes capturing more meaningful insights and making an action plan for every customer to drive improvement and inspire positive action. We will also share these opportunities for improvement nationally, to improve customer service as a whole.
In 2021, 57% of projects and 62% of turnover came from repeat customers.