The sort-after Outstanding Customer Satisfaction Award in the London and South East region was presented to Phelan Construction on the 28th June at the annual awards dinner at The Royal Lancaster, London, where construction industry professionals waited with bated breath to learn the results following a thorough and robust judging process in 16 categories.
Phelan’s ratings from its London and South East customers for satisfaction have increased from 74% to 89% since they launched their ‘Perfect Delivery’ initiative just two years ago. The most challenging aspects of implementing their vision were defining the perfect project and convincing customers that they were serious about striving for 100% satisfaction. They have established four cornerstones to success: time, cost, quality and safety and have defined processes to ensure the highest quality delivery. Customers’ needs are established at the tender stage and a dedicated team of customer account managers work tirelessly to engage and communicate – the goal is to not only meet all the customers’ requirements but to exceed expectations and add value to their project. ‘Perfect Delivery’ is an inclusive approach and encapsulates the whole business.
Phelan have learned that putting the customer at the heart of everything they do is good for business. Their success clearly demonstrates that it is possible for SME’s to implement and benefit from exemplary client focused strategies and that customer satisfaction can go hand-in-hand with profit.
“The Outstanding Customer Satisfaction category looks for organisations with clear methodologies for identifying what is really important to their customers and have developed and implemented successful customer service strategies” explains Clive Fuller, Director of Willmott Dixon who sponsor the Outstanding Customer Satisfaction Award. “Phelan’s ‘Perfect Delivery Promise’ manifests in a clear system of responsibility that puts customer satisfaction at the centre of their performance. The measures they have taken are particularly impressive given the relatively small size of the company”
The Constructing Excellence Awards are unique in their recognition of some of the best teams and organisations in the region and aim to inspire others to learn and benefit from their stories which are published in the Awards Brochure. “The key actions they took, results achieved and lessons learned make an interesting read” says Derek Rees, Regional Director for Constructing Excellence. Click here to download the full brochure and to find out more about the winner of the Outstanding Customer Satisfaction Award 2018.
Constructing Excellence is part of a national industry network charged with driving the change agenda in construction. Constructing Excellence is a not-for-profit organisation, supported nationally by thousands of companies committed to developing and sharing knowledge between industry, clients, government, education and research. They seek to improve industry performance through collaborative working across the whole sector, including all parts of the demand and supply chain, all disciplines, professions and trades. www.secbe.org.uk
These awards are unique in their recognition of outstanding companies and projects that have delivered improvements in all-round performance through collaborative working and a real desire to make a difference. Totally inclusive, our awards are open to all parts of the supply and demand chain, all disciplines, professions and trades, from buildings to infrastructure.
There are 16 categories – Apprenticeship Initiative, Building Project of the Year, Civils Project of the Year, Client of the Year, Digital Construction, Health, Safety & Wellbeing, Innovation, Integration & Collaborative Working, Outstanding Customer Satisfaction, People Development, Preservation & Rejuvenation, SME of the Year, Sustainability, Value, G4C Future Leader and Offsite.