Customer satisfaction and feedback
By consistently meeting and exceeding expectations, we retain a loyal customer base and attract new opportunities.
We want our customers to have a great experience of Carillion every time. That comes from living our Values, listening closely to feedback and acting on it, anticipating needs and changing how we do things. It also comes from engaging in dialogue with them about our 2020 sustainability efforts. For example, in 2012 we outlined our 2020 sustainability strategy to customers at the first Oman Corporate Social Responsibility and Sustainability Conference.
How our customers rate us
As well as our ongoing interaction and relationship-building with customers, there are formal feedback points built into the contract lifecycle at which we ask our customers to share their perspectives.
Our annual customer satisfaction survey is one important mechanism for capturing customer views of our performance. This is carried out by an independent company in order to encourage honest feedback. All feedback is communicated to the business and action plans are developed to improve any areas of non-conformance. The interview also includes a number of questions relating to sustainability, which help us to track our performance against our strategy.
In 2012, we received an overall average customer rating of 7.2 out of 10, compared to our 2011 rating of 7.5 and the industry average of 7.2. While this shows a slight decline, the rating exceeds the commercially acceptable level, with market-leading ratings for our civil engineering and building activities. This is not the direction we were targeting and we are continuing to drive for improvements year on year.
Winning contracts through customer satisfaction
YVR international airport in Vancouver, Canada, welcomes over 17 million people annually and facilitates 296,000 aircraft take-offs and landings. Carillion was involved in the building and subsequent renovation of the airport, named ‘Best Airport in North America’ for the third year in a row, as part of the 2012 Skytrax World Airport Awards. It is also ranked in the top 10 airports worldwide.
Recognising Carillion’s customer satisfaction credentials, the YVR Airport Authority has now awarded Carillion the contract to perform facility, air conditioning and lighting maintenance services. The contract represents a natural progression from construction to facilities management services.