We listen, understand and support our customers’ aims and aspirations.
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.
In 2024, around 72% of our work came from repeat customers. We promote our Customer First culture across our business through our new Customer Academy. In 2024, 96% of our people said they felt proud of the quality of service we provide to our customers.
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 2024, we completed 214 customer interviews across 142 projects.
The feedback was overwhelmingly positive but also showed us where we can improve:
- Our average customer satisfaction score was 8.2 out of 10.
- When asked if our business was easy to do business with we scored an 8.2 average.
- Our net promoter score for Construction was 84.1% (compared to 81.8% in 2023) and 62.3% for Interiors (compared to 48% in 2023).
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. We 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. The way our people manage sites has also been acknowledged, as they are focused on reducing the impact of noise, water and dust on the environment where possible, keeping disruption and complaints to a minimum.
Project reporting has seen the most improvement since 2023, with an increase in score from 7.64 to 7.99 in 2024. Customers have seen our way of reporting projects as a differentiator due to our transparency, regular updates and issuing of revised programmes. The teams are conscious and understanding of key dates and milestones which are vital to project success. This will remain a key focus area for Willmott Dixon, ensuring best practice is implemented on all projects.
Sustainability remains a key focus for our customers. In 2024, we achieved a sustainability score of 8.52, with 6.6% of ratings below 7, and a social value score of 8.44 out of 10, with 12.9% of scores below a 7.
These scores represent an increase in customer satisfaction scores by 4.4% across WDC&I. Customers told us they were happy with Willmott Dixon's determination to meet their sustainability aspirations, citing the support provided around Salix funding, use of specified materials, and enhanced building performance and running costs on completion.
In 2025, we will continue to ensure all our customers are heard and their feedback actioned accordingly.