Our goal is to serve and astonish our customers, to put them first, to listen to them and to support them.
We go beyond the letter of the contract, or project specification, to understand and support our customers’ aims and aspirations.
During 2020, Covid-19 measures presented numerous challenges impacting project delivery. These challenges presented an opportunity to strengthen relationships, build loyalty and trust with our customers.
Our customer satisfaction interviews ask our customers to rate our performance, whether they would recommend us and the likelihood of working with us again based on their experience with our service. In 2020, we completed 296 customer interviews, listening to our customers across all regions.
The feedback was predominantly positive:
The survey also highlighted areas for improvement, including how we communicate with our customers, taking a more proactive approach to sustainability and better communicating our community and social value achievements.
In 2021, we are launching our new customer strategy to further support and enhance our customer experience. This includes the advent of a digital customer service tool, improving our customer service through training our people, and using data to provide us with clear understanding of performance and areas for improvement where changes can be made right away.
Through sustainable solutions we can give our customers added value. For example, by using life cycle costing we identify components and materials which can reduce customers’ on-going maintenance costs. Improving a building’s energy performance can reduce energy bills. And by spending and employing locally we can support our customers’ ambitions for economic growth - on our Scape framework we achieved 87% local spend in 2020.
In 2020, 62% of our work was through frameworks and 60% was repeat business.