Customer Satisfaction

We know that to deliver excellent service we must achieve more than the cornerstones of time, cost, quality and safety.

Our commitment to creating customer satisfaction shapes how we work, from process improvements down to the objectives set for each employee.  It places our customer at the heart of our organisation, providing a simple gauge for decision making; does this add value to our customers?

Our satisfaction scores have increased year on year for the last six years and we were especially pleased to pick up an industry award in 2007 for our Customer Focussed approach. 

"The winners of this award demonstrated that they have developed a deep understanding of their clients and needs, and how this has contributed to the overall success of the company"

Actively Listening

The Heartbeat is our formal process for monitoring satisfaction levels – by asking each customer how they think we are performing, helping to understand expectations and benchmark performance for improvement, allowing us to

• Report project performance against customer drivers
• Develop prioritised project action plans
• Continually improve against previous best