Customer excellence

Aiming to provide the best customer journey in the industry

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

Ultimately, understanding how our clients feel about what we do enables us to recognise exactly what they need, and take steps to make it a reality. It helps us improve and delight our customers – and that’s why they come back.
 
It’s working too. Our Net Promotor Score – an index ranging from -100 to +100 that measures the likelihood of our clients recommending us to others – is an industry-leading +73 (up from +65 in 2019), and our average customer satisfaction score of 89% (2019: 85%) shows that our clients are happy, and we’re living up to their expectations.
 
With 65% of customers perpetually returning to us (up from 60% in 2019), we’re delivering unrivalled results across our industry.

Read our customer's stories

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

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