Customer satisfaction has been crucial to our impressive growth and we strive to exceed our customers’ expectations on every project we work on.

All Beard employees are trained in Customer Care, with a bespoke course covering every aspect of our service delivery, and specifically focused on how we  achieve our objectives of ‘Prompt and Faultless Delivery’ on all projects.  All new starters receive this course as part of their induction.

Performance based bonuses are tied to customer satisfaction and quality delivery, resulting in a workforce that is highly motivated to achieve our targets.

Key Performance Indicators
Since the advent of the Egan report in 1998, we have measured and benchmarked our performance against the industry using the Constructing Excellence recommended Key Performance Indicator (KPI) system.

At the outset of each project, the Project and Site Managers interview the customer and consultants to collect their ‘key drivers’ - the aspects they would like Beard to particularly adhere to.  These are reviewed at regular intervals and displayed in all site cabins as a reminder of our commitment to delivering these key drivers.

After handover, a Beard employee independent of the project team interviews the project stakeholders to gain a perspective of the project’s success.   The results of this are discussed at internal review meetings and published as part of our Balanced Scorecard and Board Report.

On particularly large or long running projects, interim reviews take place to discuss Beard’s ongoing performance, this allows us to rectify any issues for the remainder of the contract.

Importantly, we ensure that learning is fed back to Beard’s knowledgebase; best practice and lessons learned are publicised internally, forums are held with Project and Site Managers to share this knowledge and procedures and guidelines are amended to reflect this learning.

After care
Each office has a dedicated Customer Care Manager, solely focussed on ensuring each project is delivered to Beard’s high standards and resolving any defects and snags hassle-free.  The end user will meet their Customer Care Manager at handover and is given a contact card for emergency contact.

Project: A new twelve-bed convent in Oxford

“We’re all delighted with our new building. Beard have gone out of their way to look after us during this time and to minimise disruption to our daily lives.”