As the leading piling and ground engineering company in the UK, Cementation Foundation Skanska recognises the need for continual improvement in their understanding of and responsiveness to customers.
We worked with the business to develop a programme to better understand customer needs in respect of relationship management, innovation, project management, commercial needs and responsiveness; providing a measurement of customer expectations, satisfaction and benchmarking against the market and competition.
To develop a broad understanding of the organisations customer base, we implemented a qualitative interview process with customers. The outputs formed the basis on which a Gap analysis study was built. From this study, we identified customer expectations and how the business performed against actual performance and competition.
Output has supported the process of continuous improvement applied across the organisation and will lead into periodic measurement of customer perceptions.