Peter uses the skills he learned in the Royal Navy in his new vocation, but with his feet now firmly on solid ground.
Peter Hutchinson, Datacentre Campus Manager, UK
We want our customers to receive so much more than a top-quality product alone, wherever they are in the world. With an unwavering commitment to unbeatable service, we want customers to go away having had the best possible experience with us – from the very first day through to project delivery, and beyond.
We surveyed 87% of our projects in 2020. Our unique global customer experience programme collects feedback from these customer surveys – which are broken down to cover all aspects of the client journey – to establish what we’re doing well and where we can to improve.
It helps us maintain a broad perspective, and means we’re not constricted to looking at each project in isolation. Instead we’re able to see the bigger picture and identify trends that will make our customer’s journeys smoother, and their outcomes better.
“ISG are clearly a contractor who are prepared to go the extra mile. ISG were collaborative and customer focused throughout the project. The amount of challenges and changes that Hyperion threw at ISG, by adding an additional floor to be delivered at the same time as design changes, it is unbelievable that ISG were able to deliver.”
Dominic Slevin, Project Manager, Hyperion
À terme, comprendre le ressenti de nos clients sur ce que nous faisons nous permet de reconnaître précisément ce dont ils ont besoin et de prendre les mesures pour le concrétiser. Cela nous aide à nous améliorer et à satisfaire nos clients, raison pour laquelle ils reviennent.
Et cela fonctionne. Notre Net Promotor Score - un indice allant de -100 à +100 qui mesure la probabilité que nos clients nous recommandent à d'autres – demeure le meilleur du secteur : +73 (contre +65 en 2019). Et notre score moyen de satisfaction client de 89% (en 2019 : 85%) montre que nos clients sont comblés et que nous répondons à leurs attentes.
Avec 65% de clients qui reviennent continuellement (contre 60% en 2019), nous obtenons des résultats inégalés dans notre secteur.
Et cela fonctionne. Notre Net Promotor Score - un indice allant de -100 à +100 qui mesure la probabilité que nos clients nous recommandent à d'autres – demeure le meilleur du secteur : +73 (contre +65 en 2019). Et notre score moyen de satisfaction client de 89% (en 2019 : 85%) montre que nos clients sont comblés et que nous répondons à leurs attentes.
Avec 65% de clients qui reviennent continuellement (contre 60% en 2019), nous obtenons des résultats inégalés dans notre secteur.
Read our customer's stories
The life and work of Imperial College alumnus, Sir Michael Uren, is transforming life-changing research at his former university, and the lives of generations to come.
Sir Michael Uren, Imperial College London, UK
With a love of old buildings that started at college, what better place for Carmel to ply her architectural trade than the historic, cobbled streets of Bath.
Carmel Jones, Architect, Hotel Indigo Bath, UK
The historic building had an unusual past, but Jacob’s family-run department store has a bright future.
Jacob Yu, Yue Hwa Chinese Products, Singapore