Clients

Delivering excellence for our clients is key to the long-term sustainability of our business.

Our relationships are built on transparency, honesty and, above all, our values of Excellence, Passion, Integrity and Collaboration.

Management and compliance

Exceptional standards in both customer service and satisfaction are achieved through continual monitoring, assessment and refinement of our delivery processes.

Through mutual trust and open dialogue we get to understand our client’s ambitions and then we work collaboratively to become our clients’ long-term partners and deliver our shared goals.

Critical to these long-term relationships is our ability to deliver consistently high-quality projects, embracing innovation to improve productivity and efficiency. Our ISO 9001 certified management system underpins our approach which is supported by the latest technology and innovation to deliver right first time.

Quality throughout the project lifecycle, from design to operation, is supported by our investment in digital tools. For example, during design development, reviews with customers are conducted using our Dalux cloud-based BIM viewer and mark-up tool.

We actively engage in dialogue with our customers at various levels within the organisation and have been accredited with ISO 44001 for our approach to collaboration.

Customer satisfaction is independently assessed by a third party on a project by project basis and we use a dedicated software platform to internally analyse the data and develop improvement plans. Our internal Infrastructure Excellence awards provide another opportunity to recognise project achievements.

Key Performance Indicators

% of repeat business in our order book

% of repeat business in our order book Chart

% of full year planned revenue secured at the start of the financial year

% of full year planned revenue secured at the start of the financial year Chart

Performance

Our focus on delivering quality outcomes and building trusted relationships with our clients is reflected in the fact that 92% of our order book is repeat business. Collaborative relationships provide the platform for our teams to provide trusted advice and focus on performance with clear customer priorities and outputs all underpinned by our accreditation to the ISO 44001 Collaborative Business Relationships Standard.

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