Customers remain the focal point of our business. We listen to, understand and support our customers, helping them overcome challenges and fulfil their long‑term ambitions. This commitment continues to shape how we work and how we build strong, lasting partnerships.
In 2025, 65% of our turnover came from repeat customers, while 80% of our work was delivered through frameworks, such as Crown Commercial Service (CCS), DfE, NHS P23, Pagabo, Procurement Hub, Southern Construction Framework, Procure and SCAPE.
Our Customer First culture was further strengthened through our Customer Academy, which continues to build capability across our teams.
Customer Satisfaction
Our customer satisfaction interviews enable us to listen and engage with our customers at various stages of their project journey. These conversations help us understand what is working well and where we can make improvements that truly matter.
In 2025, we completed:
- 172 customer interviews
- With an average Customer Satisfaction Score of 8.42
- And a Net Promoter Score of 88.1
- Over 54% of all responses were rated 9 or 10
These results reflect consistently strong performance and demonstrate the confidence our customers place in our approach and our people.
What Our Customers Told Us
Customers highlighted several key strengths that reflect our commitment to high‑quality service.
Our highest‑scoring areas in 2025 (out of ten):
- Impact on environment / site management: 9.10
- People: 8.95
- Social value: 8.84
- Quality: 8.80
Our people continue to be recognised as one of our greatest strengths. Customers praised our teams’ positive, can‑do attitude and the strong, collaborative relationships they build. Professionalism, approachability and expertise were frequently mentioned as reasons why customers feel valued and supported throughout their projects.
Customers also acknowledged our focus on well‑managed sites. By minimising noise, dust and disruption, our teams help reduce environmental impact and maintain good relations with neighbours and communities.
We will continue to ensure all our customers are heard and their feedback actioned accordingly in 2026.