Our customers

We go beyond the letter of the contract, or project specification, to understand and support our customers’ aims and aspirations.

In 2018 we made a number of improvements to the way we communicate, collaborate, and drive quality on our projects, as a result of the feedback we received from the customer satisfaction process launched the previous year.

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 and satisfaction with our service. The feedback was predominantly positive. Our customer satisfaction score was 88% - an increase on 2017’s score of 86%.

75% rated us a 9 or 10 when asked how valued they felt as a customer – an increase from 70% in 2017. Our net promoter score – that is, the number of people who say they would positively recommend us (promoters) minus those who say they wouldn’t (detractors) – was 87% - up from 79% in 2017.

Many customers praised our commitment to sustainability, but one area for improvement is how we demonstrate our environmental commitments. Many customers said they had limited knowledge of what was being done by our environmental and sustainability teams. In 2019 we aim to work more closely with customers to ensure sustainability goals are jointly agreed and progress is reported regularly.

Through sustainable solutions we can add value for our customers. For example, by using life cycle costing we identify components and materials which can reduce customers’ ongoing 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 – in 2018 77% of project spend was within a 40 mile radius.

In 2018, 73% of our work was through frameworks and 67% was repeat business.