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Customers are the focal point of our business. We have always sought to secure and maintain long term, profitable and sustainable relationships with them. The best way to make sure this happens is to do outstanding work, provide great service and deliver excellent value for money.

We appreciate customers currently face a number of unprecedented challenges and we make a point of listening to better understand their 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 2022, we completed 259 customer interviews across the UK.

The feedback was overwhelmingly positive but also showed us where we can improve:

  • Our net promoter score was 83% - this is a world-class score, but we continue to strive for improvement to remain an employer of choice.
  • Our average customer satisfaction score was 8.5 out of 10, with high scores for delivery against vision and expectations, quality of our people and quality of workmanship.
  • 70% of our respondents said that our Construction business was easy to do business with.

Customer feedback continues to highlight that our People are one of our top strengths. Our teams show a positive, can-do attitude and forge strong relationships with our customers, which they appreciate at these turbulent times. Thanks to this, our customers continue to feel valued and supported.

Sustainability and social value remain high scoring areas, with customers telling us that we not only understand their aspirations, we actively work to go above and beyond their targets to help them achieve their local objectives. 85% of our projects had social value plans that were co-created with our customers.

Areas of focus for 2023 will be ensuring our customers see a smooth transition between teams as a project progresses, as well as improving our processes around managing change. We have already reviewed our customer workshop process to ensure these are efficient sessions that every member of the project team will benefit from.

In 2022, 57% of projects and 61% of turnover for Willmott Dixon’s Construction and Interiors businesses came from repeat customers.