The key to improving customer service relies on collecting data from customers at an operational level. These are what we call the customer interaction points, where changing and improving your approach to customer service can have the biggest impact. The data is typically collected via a customer survey, either by telephone, online or face to face.
Our Approach to Customer Satisfaction and Benchmarking Surveys in Construction and Utilities Sectors
We offer you a number of approaches to measuring and bench marking customer service and in most cases the feedback is collected over the phone or online. Some projects only require a one off exercise to help initiate customer service improvement plans while others are long term tracking programmes to measure changes over time and would be repeated every 3, 6 or 12 months.
Most customer bench marking projects we carry out now incorporate a measurement of net promoter score (NPS). More can be found out about NPS here.
Our Experience in Customer Surveys in Construction
We are very well qualified in customer surveys in the construction and building products sector. In order to help you in bench marking projects and also measuring customer service levels and customer satisfaction, we have:
- The experience from completing over 40 customer surveys in the construction and utilities sectors with more than 13,000 customer service interviews
- A large databank of questions that we know have worked in effectively assessing performance and benchmarking
- Proven experience in the construction, construction products and environmental industries, allowing us to quickly understand the key issues and deliver customer insights.
Our Track Record in Construction Customer Surveys
Here are just a few examples of other surveys and research projects we have completed. Many more case studies are available if required, please just get in contact with us.