In construction, customer satisfaction is not limited to handover — it begins with understanding requirements and ends with lifecycle performance.
1. Measuring Customer Satisfaction
- Conduct Client Feedback Surveys at milestones (design, commissioning, handover).
- Track Defect Liability Performance and response times.
- Monitor repeat business or referrals as success indicators.
- Use Service Level Agreements (SLAs) for measurable quality delivery.
2. The PDCA Cycle (Deming Wheel)
A foundational model for continuous improvement.
Plan → Do → Check → Act
- Plan: Identify issues and set improvement goals.
- Do: Implement small, measurable changes.
- Check: Measure outcomes against benchmarks.
- Act: Standardize successful improvements.
Example:
After recurring plaster cracks → Plan corrective training → Implement mock-up → Review results → Adopt best practices across all sites.
3. Benchmarking
Compare your organization’s performance with industry standards or competitors to identify improvement areas (e.g., defect rate per 10,000 sq. ft., safety scores, rework percentage).
“Continuous improvement isn’t a project — it’s a culture.”