Construction Research

Customer Satisfaction Measurement

"If we wish to retain our customers,
they need to be completely satisfied.
Anything less and you risk losing
them to a competitor."

The best way to find out if your customers are happy is to ask them. Completing a customer satisfaction survey gives you insight into how to improve your business process, to retain valued customers and gain repeat business.

The benefits of completing a customer satisfaction survey are:

It enables fact-based decision making about your business processes
improves customer loyalty by providing good service where it matters
Reduces the importance of price in decision making
Helps you understand what customers like about your service and why
Identifies opportunities for improvement
Prioritises the changes based on customer needs
Strengthens your customer relationship
Benchmarks performance against your competitors
Identifies your competitors strengths and weaknesses

Competitive Advantage has been conducting construction research since 2000, Our team have construction industry experience and are familiar with the industry's language and practices and understand the challenges you and your customers face.

Our commercial experience means that as well as reporting research findings we are able to interpret these effectively and make sound business recommendations.

We aim to provide high quality information at an economic cost.

View our case studies to learn more about the work we have completed, or feel free to contact us to discuss your requirements.

How the process works

Competitive Advantage work with you to identify your customer satisfaction challenges. Taking the factors that you believe to be important, we draw on our past experience and the Construction Product Association's key performance indicators to recommend a questionnaire structure. Having got your approval we will then test this with a few respondents to ensure it is working as intended.

The survey

Conducted on your behalf, we have found telephone interviews to be the most cost effective and reliable method of research.If there are some complex issues, or important customers, we can include face-to-face interviews in the research process. The range of research methods can include:

online surveys
telephone interviews
face-to-face interviews
focus groups

Research team

Our specialist construction research team have all been recruited from sales or marketing roles within the construction sector. They have built up significant experience working with the different types of decision maker, are familiar with the industry's language and practices and understand the challenges you and your customers face. Most important, they are experienced in interviewing all roles in construction – clients, architects, engineers, project managers, estimators, large & small contractors, sub-contractors, distributors, wholesalers and merchants. Read more about the team.

Who we contact

Based on your channels to market and customer mix we will recommend a sample of representative size and mix.

We will ask you to provide us with your customer list so that we can conduct the interviews.

When we conduct interviews we will ask respondents for their permission to identify them to you. We find that many of your customers are happy for you to know what they think, and often they want you to know who made comments.

Because of our commercial background we recognise that some information - either complaints or opportunities - should be fed back to you immediately for action and we do this. We also provide a transcript of each interview (where we have the respondent's permission) this can be a valuable tool for the sales team.

Presenting the findings

Reporting is factual, but includes a series of commercial recommendations based on extensive practical construction industry sales and marketing experience.

Upon completion we recommend that you write to your customers telling them about the research, what they said was good about you and the improvements you plan to make. This will strengthen the relationship with your customers.

Learn how we can help you with your customer perception surveys