Customer Satisfaction Surveys in the Construction Sector

Measuring Customer Satisfaction enables a business to identify areas of strength and weakness in its service to customers and, most importantly, helps to identify and prioritise specific opportunities for improvement. Customer Satisfaction Surveys can then be used to track changes in service levels over time and in response to specific initiatives. Many companies use Customer Satisfaction Surveys to help identify and exploit weaknesses in their competitor’s service offering as well as benchmarking their service against a main competitor.

This paper examines some of the key issues to consider when setting up a Customer Satisfaction Survey in the construction and building materials sectors.