Customer Satisfaction Measurement in the Construction Industry
If we wish to retain our customers, they need to be completely satisfied. Anything less and you risk losing them to a competitor.
Benefits
- Enables fact-based decision making about your business processes
- Improve customer loyalty by providing good service where it matters
- Reduce the importance of price in decision making
- Understand what customer like about your service and why
- Identify opportunities for improvement
- Prioritise changes based on customer needs
- Strengthen your customer relationship
- Benchmark performance against your competitors
- Identify your competitors strengths and weaknesses
How the process works
Competitive Advantage work with you to identify the customer satisfaction issues. 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.
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.
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 commercially 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.
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.