We’ve been working with our construction clients and their customers for over 35 years and estimate we have totalled more than 500 customer satisfaction projects! With this experience, Leading Edge is well equipped for benchmarking projects and measuring customer service levels and satisfaction within the construction industry. We also have an extensive databank of highly effective survey questions ensuring your survey will have a mix of open-ended and closed-ended questions resulting in you obtaining valuable insights into your customer satisfaction.
“At Oil Analysis Laboratories, we understand the importance of delivering independent, reliable, and accurate data to maintain customer satisfaction. That’s why we trust Leading Edge for our customer surveys, ensuring both our clients and we are consistently pleased with the results.”
“We worked with Leading Edge to conduct a comprehensive customer satisfaction survey for three of our subsidiaries. The team were knowledgeable and thorough, offering helpful guidance and mapping out the process and timings to meet our tight deadlines. They captured key metrics including Net Promoter Scores and customer perceptions, providing insights into efficiency, communication and reputation across our operations.”
Leading Edge have been working with us for a number of years, and provide a first class service when it comes to our Voice of Customer and NPS research. They accommodate the different requirements of our varied business units without a problem. Would happily recommend as they are a pleasure to deal with.
We have worked with Leading Edge for 7 years now. When you are employing a company to talk to your customers you need to trust implicitly that they always act in a completely professional manner. Leading Edge have always done this and their communication with us as a business is first class.
Leading Edge carried out a customer survey on our behalf including the measurement of the net promoter score. The survey was across a number of product and customer groups which added to the complexity of the process. The team at Leading Edge were very supportive and helpful throughout the process and the final report has contributed well to our business planning.
Leading Edge has been carrying out customer satisfaction surveys and measurement of net promoter scores for us on a continual basis for around 12 years. We are very happy with the quality of work, meeting of deadlines and customer liaison. The output enables us to identify areas where we need to improve and also service areas where we excel. I would be happy to recommend them to other companies.
We’ve managed our own customer satisfaction surveys for many years with results remaining fairly static to falling. Leading Edge took all the hassle away from the process, provided a professional one on one service which resulted in improved client engagement and culminated in a comprehensive and meaningful report with benchmarking score, enabling us focus on key improvement opportunities.
The findings from the report enabled the MCRMA to agree a forward strategy to enable us to develop new opportunities within the industry.
I was impressed with the analysis and how Leading Edge presented the results of this benchmarking project. I will be communicating the findings across my team to help drive service improvements.
Working with Chris and the team on our customer satisfaction surveys has been invaluable. To be able to get real feedback from our customers in a simple to understand format with insightful verbatim comments has allowed us to continue to improve our service and really focus on what matters to the people we serve on our contract.
Leading Edge have assisted STGP in the delivery of our quarterly Customer Survey for over 2 years. We continue to be impressed with their interactions with our customer base, the quality of their final reports and the confidential manner of their undertakings.
Our approach typically involves collecting feedback over the phone because, in our experience, it’s those comments we collect that in addition to the scores which really add the weight to the research. We analyse these to identify trends so that you can initiate the most effective customer service improvement plans, benchmark your performance against your competitors and identify areas for improvements within your organisation. Many clients work with us on long-term tracking programs to measure changes over time, repeated every 6, 21, or 24 months.
However you want to approach your customer satisfaction survey, a well-designed customer satisfaction research program can help you achieve the following…
My role is to engage with our clients’ customers, listen to what they have to say and draw out from them information they wouldn’t typically share. We then use this feedback and insight to put those businesses on a pathway to improve loyalty, performance, and competitive standing.
Catharine Fitz-James, Researcher
Leading Edge was approached by a prominent parent company overseeing three subsidiaries specialising in the design, construction, ownership, and operation of infrastructure utilities. The client’s goal was multifaceted: they wanted a deep dive into customer satisfaction across each of their subsidiaries, and Net Promoter Score calculated. In addition, they required a thorough understanding of customer perceptions, and an evaluation of key performance areas such as value for money, efficiency, communication, quality, and innovation in utility services. Additionally, they aimed to uncover what set their subsidiaries apart and understand their broader positive impacts, particularly in sustainability, environmental stewardship, and social contributions.
To achieve these objectives, Leading Edge employed a robust methodology combining both qualitative and quantitative research techniques. 100 detailed telephone interviews with current customers of the client’s subsidiaries were conducted. This method ensured a personal touch, allowing for in-depth conversations and richer data collection compared to standard surveys. Our approach involved structured questions designed to elicit specific feedback on customer satisfaction and the Net Promotor Score. Additionally, targeted questions were included to understand customer perceptions and gather qualitative feedback on what made each subsidiary unique and their broader impact on the environment and society.
Qualitative feedback was analysed to identify common themes and unique attributes of each subsidiary. The quantitative data, particularly the NPS, provided a clear metric of customer loyalty and satisfaction. By triangulating these data points, we were able to deliver a detailed understanding of customer experiences and perceptions within infrastructure utility services.
The insights provided by Leading Edge had substantial benefits for the client. Firstly, the comprehensive understanding of customer satisfaction across all three subsidiaries enabled targeted improvements. By knowing precisely where each subsidiary excelled or fell short, the client could tailor their strategies to enhance customer experiences more effectively. Secondly, the detailed perceptions of value, efficiency, communication, quality, and innovation offered the client a roadmap for refining their service delivery and operational processes. This granular feedback was instrumental in highlighting the unique strengths of each subsidiary, which could then be leveraged in marketing strategies to differentiate them in the utilities infrastructure market.
Finally, the research enhanced the client’s understanding of their brand reputation and the strategic advantage of being part of a larger group. This knowledge is crucial for strategic planning, allowing the client to position their group brand effectively within the utilities infrastructure sector and capitalise on the strengths of their subsidiaries.
In conclusion, Leading Edge’s comprehensive market research provided the client with actionable insights that drove both strategic and operational improvements. By meticulously gathering and analysing customer feedback, a clear, detailed understanding of the client’s market position, strengths, and areas for growth, ultimately guiding them towards enhanced customer satisfaction and market differentiation.
We offer a range of surveys including Customer Satisfaction Score (CSAT), Customer Effort Score (CES), and Net Promoter Score (NPS), tailored to meet the specific needs of your construction business.
The Customer Satisfaction Score (CSAT) is a metric used to measure how satisfied customers are with a company's products or services. It is typically obtained by asking customers to rate their satisfaction on a scale, usually from 1 to 5, where 1 represents "very dissatisfied" and 5 represents "very satisfied." The scores are then averaged to provide an overall satisfaction rating. CSAT is a straightforward and effective way to gauge customer satisfaction and identify areas for improvement.
The Customer Effort Score (CES) measures the ease with which customers can interact with a company to resolve issues or complete a transaction. Customers rate their experience on a scale, typically from "very difficult" to "very easy." CES focuses on reducing customer effort, as easier interactions lead to higher customer loyalty and satisfaction. It is a valuable metric for identifying friction points in customer service and improving overall customer experience.
For more information about Net Promoter Score (NPS), visit the Construction Net Promoter page.
We use experienced construction industry expert interviewers, carefully designed survey questions, and thorough data analysis to ensure the accuracy and reliability of our survey results.
Yes, that’s what Leading Edge do best! We provide detailed reports, including all feedback behind the scores, with actionable insights and recommendations to help you improve customer satisfaction and loyalty.
Construction customer satisfaction surveys should be conducted at least once a year, or after major projects or service interactions.
Customer satisfaction surveys help identify areas for improvement, benchmark performance against competitors, and enhance customer loyalty, ultimately boosting your business's revenue and reputation.
Measuring Construction Customer Satisfaction enables a business to identify areas of strength and weakness in its customer service and/or products, and most importantly, helps to identify and prioritise specific opportunities for improvement.
Customer Satisfaction Surveys can then be used to track changes in satisfaction levels over time and in response to specific initiatives. Many construction companies use Customer Satisfaction Surveys to help identify and exploit weaknesses in their competitor’s product or service offering as well as benchmarking their own product and service against a main competitor.
