How to achieve satisfaction for the client?
Our four key themes for the client
- The improvement in overall customer satisfaction, as we can appreciate with systematic surveys at the end of construction
- Compliance with estimates: we measure the number of times the project cost does not match the planned costs (including any permitted tolerance in the contract), both at tender stage and the end of the construction.
- Meeting deadlines: respecting the anticipated programme
Minimising the snagging
- Practical completion certificates with a minimum number of defects, and corrected in the timescale
We will set annual quantitative targets for improvement on these four points: in particular by progressively highlighting all malfunctions and providing as many opportunities for improvement as possible. Our management system is a simple and effective expression of these guidelines through the establishment of objectives, indicators that measure the effectiveness of our services
Alex Reid & Adrian Brewin